As a Customer Support Specialist, you will work directly with HubSpot customers across phone, chat, and web channels to resolve product-related queries as a trusted advisor. You'll deliver a human and proactive support experience, applying creative problem-solving to help customers optimise their use of HubSpot tools and grow their businesses. Collaboration within a dynamic team environment will foster a positive, inclusive culture where continuous learning and feedback are encouraged.
We’re a hybrid team, with this role being open in our Dublin office with remote and flex options inside of Ireland.
This role is a full-time position.
We are looking for people who:
- Are fluent in English and German
- Have a minimum of 1 year of experience in a customer support or technical support role, preferably within a software or technology company
- Have a strong foundation in technical troubleshooting and enjoy delving into complex technical queries
- Are adept at understanding and using product documentation to resolve customer issues effectively
- Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
- Enjoy developing technical skills and acquiring comprehensive knowledge of our product and related technical concepts
- Demonstrate a strong customer-first mentality and enjoy helping others by adding long-term value
- Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
- Embody our HEART values and contribute positively to our company culture
In this role, you will:
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Utilise phone, live chat, and web tickets to partner with customers, effectively resolving issues and adapting to fluctuating inquiry volumes
- Apply business acumen to customer situations to proactively identify challenges and opportunities
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Remove technical barriers for customers and guide them through various tools within HubSpot
- Independently utilise support resources and tools to comprehend new and technical information
- Implement troubleshooting fr