[Hiring] Customer Support Specialist - Trilingual @HubSpot

Role Description

As a Customer Support Specialist, you will be responsible for working directly with HubSpot customers, across all product lines and all customer channels. You will partner with our customers to resolve issues and help them build familiarity with, and effectively use, a variety of tools within HubSpot. You will strive to deliver a human-centered, helpful, and consultative Support experience through creative problem-solving, thoughtful communication & tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes.

• Communicate with customers via phone, live chat, and e-mail, to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries.
• Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible.
• Identify and diagnose software issues to fix and improve the product experience for our customers.
• Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry.
• Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through the usage of our software, and convert those opportunities into leads for Sales.
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall HubSpot experience in mind that grow their businesses better.
• Collaborate within HubSpot (with teams such as Customer Success and Product) to retain and grow customers on our platform.
• Be a role model and a trusted advisor by showcasing HubSpot values and a customer-centric approach in every customer interaction.

Qualifications

• Fluent in Portuguese, English & Spanish - ADVANCED PORTUGUESE FLUENCY IS ABSOLUTELY REQUIRED as you will be supporting Portuguese-speaking customers in this position.
• Self-motivated, always curious, and consistently eager to learn, with a growth mindset.
• Performance-oriented and demonstrate a strong customer-first mentality by providing high-quality service to a consistent number of customers daily.
• Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer.
• Seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role.
• Able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best-in-class support.
• Motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts.
• Embody our HEART values and add to our company culture.

Requirements

• Work varied weekday shifts from 7:00 am to 8:00 pm Colombian time, with possible weekend shifts. Overtime and holiday shifts are optional, and shifts are subject to change based on business need.

What onboarding/this job looks like:

• First 5 days: Get to know HubSpot as a company, working environment, and tool. Set up your accounts and learn all about your new workplace.
• 30 days: Learn the ins and outs of how the support team operates. Take practice and real customer cases, and sharpen the point on your troubleshooting. Get to know your teammates and team leads.
• 90 days: Deepen your expertise and learn about our various channels of communication.
• 180 days and beyond: You’re ready to fly on your own. You still have plenty of support but your independence will be shining.

Skills and Experience:

• Motivated by customer-facing interaction.
• A curiosity for technical deep-diving and troubleshooting.
• Solid communication and writing skills.
• Time management and organization.
• A desire to learn and grow.
• An interest in, or understanding of, basic Internet and information technology.