Customer Support Representative

  • Full Time
  • Remote

Website hopin Hopin

Create Virtual Events People Love

At Hopin, we’re reimagining events. Our mission is simple: better connections for a better planet.

Founded in 2019, Hopin brings brands and communities together around highly interactive and engaging experiences. We believe that people should have access to the conversations, moments and ideas they care most about, no matter where they are.  Through our highly scalable platform, participants are able to learn, engage, and connect from anywhere in the world.

Hopin started as a virtual events solution but we have since meaningfully expanded our offering from virtual events to hybrid and in-person events, as well as video and workplace collaboration products. This growth has been fueled by a series of strategic acquisitions, including: Boomset – an all-in-one event management platform; Attendify – advancing Event Marketing products; StreamYard – unveiling a video production Studio; video hosting service Streamable and video technology company Jamm.

Listed as one of the 2021 Fast Company Best Workplaces for Innovators, Hopin has scaled to 800+ employees working remotely across 47 countries. Valued at $7.75B, Hopin raised a $450M Series D round of financing and is backed by top tier investors, including Arena Holdings, Altimeter Capital, Adam Street Partners, Untitled Investments, XN Capital, Andreessen Horowitz, DFJ Growth, General Catalyst, GIC, IVP, Northzone, Salesforce Ventures, Slack, Temasek and Tiger Global.

The Role

StreamYard is seeking a new member to join our Customer Support team as a Customer Support Representative. This new member is someone who is self-driven, detail oriented and ambitious! We’re looking for someone with strong experience in this field, able to make decisions on the go, supportive, innovative and a team player.

We’re excited to work with someone who is comfortable in a fast-paced start-up environment and is happy working on a fully remote team. We’re currently a company of over 450, and you will be working within the support team.

Responsibilities

Achieve and maintain expert knowledge on our product.
Handle a substantial number of customer inquiries in a timely manner and to customer satisfaction within Zendesk.
Guide customers through teaching them how to use Hopin and help them troubleshoot issues through video call, email, ticketing, live chat and social media.
Collate customer feedback and communicate this to the product team.
Communicate clearly in writing to both technical and non-technical customers with high attention to detail.
Assist with successful on-boarding of new customers.
Advise customers on how to most effectively use the platform and anticipate their needs.
Always be friendly, helpful and supportive to customers.
Strategize, find common patterns and make data-driven decisions on the product.
Have a mindset geared towards the team and company goals.
Attend team and company meetings as scheduled.
Help improve our customer knowledge base and other support materials.
Contribute to our internal support team resources, including writing canned responses, adding to our internal knowledge base and making suggestions for improving processes.
Qualifications

 

Required

2+ years of experience in Customer Support
1+ years of experience working at a B2B SaaS company
Fluent English speaker with outstanding written and verbal communication skills; ability to read, interpret and clarify customers’ goals and craft thoughtful responses to help them achieve their goals
Fluent in German
Comfortable with customers via video and written communication
Tech Savvy – love software, tech and are enthusiastic to learn a new platform
Knowledge of GDPR compliance
Ability to teach yourself new skills, competencies and find answers on your own
Great problem-solving abilities – assess all options before making a decision
Exceptional organization skills – you’re used to juggling multiple priorities
Can work in a high stress fast-paced environment
Attentive and can anticipate the needs of customers
Has a positive and uplifting attitude

The Offer

Competitive salary
Fully remote, global team
Flexible schedules
Laptop assigned, Mac or Dell (Windows)
Health Insurance Support
Parental Leave
Monthly Wi-Fi stipend
$800 USD for Home-Office set up
$1500 USD for Learning & Development

At Hopin, we’re committed to cultivating an environment that promotes equality, diversity, and inclusion. We are a global community and we believe our unique qualities must be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, neurodiversity, or otherwise. Inclusion isn’t just an initiative at Hopin. We strive to embed it not just into our core values but throughout our entire ecosystem.

To apply for this job please visit grnh.se.