Technical Support Specialist
**Please note: Working hours are 9:00 AM - 5:00 PM Pacific Time**
Hearsay Systems is looking for an amazing Product Specialist (Technical Support) to join our Customer Support team!
At Hearsay Systems, one of the ways we get our kicks is by delivering a customer experience that delights our users. Our Customer Support team is at the heart of the customer experience (if we do say so ourselves). We sincerely enjoy helping, solving, strategizing, bantering, chatting, listening, and doing all other kinds of things for our customers. We truly enjoy helping make our customers successful!
About Hearsay Systems:
Founded in 2009 by Clara Shih and Steve Garrity, and helmed by CEO Mike Boese, Hearsay Systems leads the field in offering sophisticated client engagement products to companies within the financial services vertical. We are a tightly knit and dedicated group that passionately believes in our products, our people, and our culture. Our products engage customers across Facebook, LinkedIn, Twitter, and Instagram, email, text, and voice. And every product syncs beautifully to Salesforce, Microsoft Dynamics, and other CRM systems.
Hearsay is used by more than 170,000 financial advisors and insurance agents. Our clients include Morgan Stanley, Goldman Sachs, Wells Fargo, JP Morgan Chase, Prudential, New York Life and Allstate. We enable them to get a real-time pulse of field conversations and to trigger more effective targeted advisor-client outreach with AI-optimized calls, text messages, email follow-ups, and social media interactions.
About the role:
Understand and act as a first point of contact for Hearsay products and applicationsOwn the customer experience by effectively prioritizing and addressing support-related questions via the phone and Zendesk ticketing solutionLiaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issuesComfortable with ambiguity and working alone on tough assignmentsWillingness to proactively act, without being asked to helpAbility to maintain composure and customer focus while troubleshooting and solving technical issuesConsistently attain Hearsay's target customer satisfaction scoreMaintain SLAsMaintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clientsExecute our support strategy and build stellar relationships with our customersDemonstrate deep execution focus by achieving quarterly goals at the team levelFocus on continuous team improvement by onboarding new team members providing and receiving specific feedbackComfortable utilizing phone for work as our products work on mobile devices (Hearsay reimburses a portion of your phone bill)
3-5 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry3-5 years of assisting Enterprise customers, Fortune 1000 preferableYou have a real passion for customer service and a rare ability to understand enterprise customer needsSuccessful record of going above and beyond your job description to better our relationships with customers and vendorsYou understand and use common social media and digital tools as well as demonstrate an ability to triage applications at an in-depth levelYou can easily navigate customers through a variety of complex and technical obstaclesExcellent prioritization skills and an ability to make decisions quicklyYou care about your work and you strive to deliver in a timely mannerKnowledge of Zendesk, JIRA, Looker, and Intercom a plusCommunication: Stellar verbal and written communication in EnglishAnalytical Mindset: Ability to think on one's feet and find creative solutions at an application and account levelCollaborative/Leadership: Excellent teammate with a positive attitude and a strong sense of self direction and the ability to work across all internal teams and influence coworkers
Our commitment to diversity and inclusion: At Hearsay we believe that diverse teams are the best teams. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.