HubSpot Customer Support Representative

SUMMARY:
HubSpot Customer Support Representative

POSITION INFO:

Job Specification: HubSpot Customer Support Representative

Position Title: HubSpot Customer Support Representative
Employment Type: Full-time, Remote
Location: Remote (Must be available to work US Eastern Standard Time hours)

Salary: R25 000 to R45 000 pm

Role Overview

We are seeking a dedicated and experienced HubSpot Customer Support Representative to join our dynamic team. This role requires expertise in HubSpot, excellent communication skills, and the ability to manage client interactions effectively. The ideal candidate will be responsible for providing exceptional support by responding to queries in Slack, handling support tickets, and directly communicating with clients to fulfill their requests.

Key Responsibilities

1. HubSpot Support and Expertise
• Resolve client queries related to HubSpot functionality, setup, and troubleshooting.
• Assist with configuring and optimizing HubSpot workflows, automation, and reporting.
• Provide training and guidance to clients on HubSpot best practices.
2. Support Ticket Management
• Monitor and prioritize support tickets, ensuring timely and accurate resolution.
• Collaborate with internal teams to address complex client issues.
• Document and track issues, resolutions, and client feedback in the ticketing system.
3. Slack Communication
• Respond promptly to queries from clients and team members via Slack.
• Share updates, resources, and solutions to ensure consistent client satisfaction.
4. Client Communication
• Proactively manage client requests with professionalism and efficiency.
• Provide regular updates on the status of ongoing tasks or issues.
• Ensure all client interactions are handled with a focus on delivering exceptional customer service.
5. Process Improvement
• Identify and suggest improvements to existing support processes and workflows.
• Share client insights and feedback with the team to improve product offerings and services.

Required Qualifications

• HubSpot Experience: Proven experience with HubSpot (certifications preferred), including CRM, Marketing, Sales, and Service Hubs.
• Technical Proficiency: Ability to troubleshoot technical issues within HubSpot and provide clear guidance to clients.
• Communication Skills: Strong written and verbal communication skills with the ability to convey complex ideas simply and effectively.
• Customer Service Skills: Previous experience in a customer-facing role, with a focus on providing excellent service.
• Time Management: Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Remote Work Skills: Self-motivated, reliable, and able to thrive in a remote work environment.

Preferred Qualifications

• HubSpot certifications in Marketing, Sales, or Service Hubs.
• Experience working in a support role with a ticketing system.
• Familiarity with communication tools like Slack and task management platforms.
• Prior experience working US Eastern Standard Time hours.

Work Hours

• Must be available to work US hours (Eastern Standard Time) to align with client needs and team schedules.