[Remote] Technical Support Specialist at Help Scout

Remote

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€62,000 – €79,000Compensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ServiceIndustries

Requirements

Motivated by the company's mission and values (Happy to Help, Craft over Convention, Progress not Perfection, Own the Outcome)
Believes in the value of quality technical support
Eager to contribute to customer success
Ability to become an expert in all areas of the Help Scout product
Comfortable providing support via email (main queue), Beacon chat, and impromptu customer calls
Capable of troubleshooting potential bugs and documenting feature requests
High accountability, proactiveness, and follow-through (own the outcome mindset)
Ability to handle a minimum of about 250 customers per month

Responsibilities

Help potential and current customers via email (majority of the day), Beacon chat, and impromptu calls
Assist customers in learning the best way to use Help Scout for their team
Act as a voice for the customer, sharing experiences (good and bad) with the company
Troubleshoot potential bugs
Document feature requests
Collaborate with the Customers Team to elevate the voice of the customer
Help develop and refine team systems for continuous improvement
Ensure work leads to meaningful results in the best interest of the customer

Skills

Key technologies and capabilities for this role

Technical SupportCustomer SupportTroubleshootingCommunicationEmpathyAccountabilityKnowledge Sharing

Questions & Answers

Common questions about this position

What is the salary range for the Technical Support Specialist position?

The salary range is €62K - €79K.

Is this position remote?

Yes, the position is fully remote. Help Scout has been fully remote from the beginning with a team of 140+ people all over the world.

What company values does Help Scout emphasize?

Help Scout emphasizes values like Happy to Help (showing up for each other with generosity and empathy), Craft over Convention (insisting on quality and customer delight), Progress not Perfection (fostering curiosity and learning from mistakes), and Own the Outcome (taking full accountability and initiative).

What kind of candidate is Help Scout looking for in a Technical Support Specialist?

They seek talented, high-accountability people motivated by the company's mission, who believe in quality technical support, are eager to contribute to customer success, understand the product and customers, and align with a culture of being challenged and supported.

What is the employment type for this role?

The position is full-time.

Help Scout

Customer service platform for businesses

About Help Scout

Help Scout provides a customer service platform that enables businesses to foster long-term relationships with their customers through effective support and communication. The platform includes features like conversation management, user permissions, and proactive notifications, allowing businesses to manage customer interactions efficiently. Help Scout operates on a subscription-based model with tiered pricing plans tailored to various business sizes, from small businesses to rapidly growing startups. What sets Help Scout apart from its competitors is its focus on the specific needs of customer support teams, prioritizing the details that enhance customer experiences rather than simply adding features. The company's goal is to create exceptional customer service experiences while promoting diversity and inclusion within its team and product development.

Boston, MassachusettsHeadquarters

2011Year Founded

$27.2MTotal Funding

SERIES_BCompany Stage

Consumer Software, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Wellness Program

Remote Work Options

Flexible Work Hours

Risks

Increased competition from AI-driven platforms threatens Help Scout's market position.

Economic downturns may lead to reduced spending on customer service software.

Privacy concerns and regulations could increase compliance costs for Help Scout.

Differentiation

Help Scout focuses on customer-centric values, unlike many feature-focused competitors.

The platform offers detailed reporting and proactive notifications for better customer relationships.

Help Scout integrates with various applications using APIs, enhancing its versatility.

Upsides

Growing demand for AI-driven support solutions boosts Help Scout's market potential.

Remote work trends increase adoption of cloud-based solutions like Help Scout.

Focus on customer retention strategies aligns with Help Scout's detailed analytics offerings.

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