App Support Specialist
HqO, Netherlands
Job Description
About HqO
As the leader in workplace experience technology, HqO is transforming how people connect with each other and the places they work. The HqO Workplace Experience Platform makes it easy for companies and commercial property teams to create modern workplaces through world-class amenities and services that allow people to thrive and produce the best results. Active in over 200 million square feet in 25 countries, 57% of the Fortune 100 rely on HqO to enhance their workplace experiences, improve employee satisfaction, and drive operational excellence.
We are backed by some of the world’s most prominent venture capitalists and real estate companies across the globe. Driven by our company Let’s Go values Learning, Excellence, Truth, Speed, Goodness, Ownership we strive to do our best work every single day. If you want to join a stable, fast-growing, highly collaborative, and supportive team that is at the forefront of workplace transformation, we’re the company for you.
We are obsessed with championing our customer’s needs to elevate physical office spaces
Your overriding objective as a Customer Support Specialist is to be the primary point of contact for all HqO property managers, tenants, and internal support needs through various support channels. We are looking for an empathetic, enthusiastic self-starter, who is comfortable taking the initiative to deliver outstanding customer support and works well in a fast-paced, dynamic environment.
This is a high-visibility role and you will have the opportunity to work cross-functionally to make a significant contribution to the company’s growth and success.
Responsibilities:
- Provide world-class, first contact technical support and on-boarding assistance to HqO customers who manage commercial real estate space and tenants who use the HqO Tenant Experience (TeX) app
- Provide diagnosis and resolution of routine amp; complex customer inquiries
- Accurately assess the severity of client’s business disruptions during crisis scenarios
- Assist clients with the product on-boarding process and support the client's drive towards self-sufficiency
- Apply HqO’s suite of products and solutions to achieve customer objectives
- The ability to manage customer interaction with professionalism
- Be a technical subject matter expert of the HqO platform
- Work cross-functionally with the Customer Success, Product, and Engineering teams to solve complex customer cases
- Provide excellent documentation (e.g. steps to reproduce) for support tickets when the request is forwarded to other teams
- Handle support requests from a variety of different channels (Zendesk, Internal, Online Communities, slack)
- Handle support requests from a variety of different channels (email, chat, phone and SMS)
Qualifications:
- 2+ years experience in a technical support role (B2B SaaS or B2C)
- Excellent problem solving, organizational, and analytical skills
- Strong communicator; you thrive in the intersection of product, engineering, customer success, and marketing
- Strategic thinker with strong execution skills and a "roll-up-your-sleeves" entrepreneurial attitude
- Natural collaborator
- Passion to deliver excellent end-to-end customer experiences
- Bachelor's Degree or equivalent work experience
- Must be able to operate in fast-paced, dynamic environments
- Experience working with Salesforce and/or Jira is a plus
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