Technical Support Representative (CONTRACT)
Hyperscience
IT, Customer Service
United States · Remote
Posted on Saturday, May 25, 2024
At Hyperscience, our Technical Services team serves as the trusted technology advisor and advocate for our customers, striving to build and sustain ongoing healthy relationships. Team members play a crucial role in maintaining and enhancing the performance and availability of our Hyperscience applications, thereby safeguarding our existing business, fostering new opportunities, and nurturing lifelong customer advocacy. We are seeking a team of individuals for a 6-9 month CONTRACT position related to a business-critical initiative, with the potential of a permanent position at the end of contract.
Role Overview:The Technical Support Representative is tasked with providing first contact technical support to Hyperscience customers and partners across various channels. As a TSR, you will be a compassionate problem solver with excellent communication skills, adept at researching issues using both internal and external documentation to deliver effective solutions. You will become a product expert that customers rely on, with the ability to escalate complex issues to ensure timely resolutions.
Responsbilities
- Deliver ticket-based support (e.g., Zendesk, JIRA) to address customer issues.
- Maintain effective communication with both customers and internal team members.
- Provide exceptional customer service, ensuring satisfaction in every interaction.
- Identify and communicate technical workarounds and solutions to customers.
- Keep up-to-date with Hyperscience product functionalities and related technologies.
- Replicate customer issues in test environments for accurate troubleshooting.
- Collaborate with product and engineering teams to aid continuous product enhancement.
- Escalate complex issues to appropriate team members, developers, or management as needed.
- Contribute to and effectively utilize the Hyperscience support knowledge base, ensuring it is kept current and expanded over time.
Qualifications:
- 1-2 years of experience in technical support, helpdesk, or a similar customer-facing technical role.
- Excellent communication skills, both verbal and written.
- Strong attention to detail.High level of intellectual curiosity and problem-solving capability.
- Accountable and open to coaching.
- Prior experience with internal knowledge bases and documentation is advantageous.
- Experience supporting both on-premise and SaaS solutions is beneficial.
- Familiarity with machine learning and/or AI products is desirable.
