Customer Support Specialist

Time zone
Anywhere 🌎
Salary, USD
70,000 - 77,000/yr
Full Time
Opening date
Closing date
8 Nov 2021

The future, as we see it, has millions of devices connected to the internet — everything from citywide bike sharing systems to smarter heart monitors to internet-connected eggs to catch turtle poachers. Hologram is here to connect anything to the internet — via our Global cellular platform and network available in over 200 countries and territories. The future is connected, and we are connecting it.

Hologram is looking for a Customer Support Specialist to provide World Class customer support, understand customers’ needs, and ensure that Hologram can holistically resolve customer issues in a prompt manner.

About This Role

More than just another app, Hologram delivers the internet to physical devices on the move all over the world. As a Customer Support Specialist, you will be the first point of contact in Zendesk, answering tickets for our customers that are reaching out for a variety of support issues that can range from billing to technical support. Think of yourself as a key operator role to answer questions promptly, help route tickets properly, and escalate issues to Solutions Engineers as needed. You will keep the wheels running and help us continue to level up our Customer Support. As the Support team scales, expect to take on more channels such as chat or phone support.

What you’ll do:

  • First support point of contact in Zendesk providing World Class support
  • Quickly build trust to gather information, troubleshoot and advise customers to resolution
  • Work cross functionally with departments including product, design, marketing, etc to use customer feedback to improve our products
  • Work cross functionally to assign tickets to the appropriate person or escalate advanced technical issues to Solutions Engineers when necessary
  • Provide critical feedback about what is working and what isn’t to help develop and refine our Customer Support Operations
  • Rotate with the Support team members to provide on-call support over nights and weekends for high priority issues and customers

Helpful skills and experience:

  • 3 years+ experience in customer support, customer service, or any customer-facing background
  • Experience with multiple channels of communication (chat, phone, tickets)
  • Previous experience with REST API or the ability to learn
  • Passion for helping people solve complex challenges
  • You thrive in ambiguity and create structure out of it
  • You have a knack for explaining complicated things in a simple way
  • Ability to grasp new technical concepts quickly
  • Prior experience in crisis and incident management
  • You have an eagerness to continue to learn and grow, at any stage of your career
  • Empathetic listener and have the ability to understand multiple perspectives

How we work at Hologram

Hologram is a fun, fast-paced, and remote-first team united by our core values of ownership, transparency, and mindfulness. We trust you to do what’s best for our product, customers, and team members and empower you to make the right calls without heavy bureaucracy.

As part of our team, you’ll receive:

  • Competitive, transparent pay and equity. The salary range for this role is $70,000-$77,000 for an average cost of living city. (For candidates in the highest cost-of-living cities like San Francisco and New York, compensation rises to better meet your costs.)
  • Unlimited paid time off and flexible scheduling
  • 100% coverage of your medical, dental, vision, life, and disability benefits (and 80% for your family members!)
  • 14 weeks of family leave
  • Unlimited books, e-books, and audiobooks for continuous learning
  • Generous home office setup stipend

We pride ourselves on celebrating everyone — Hologram is an equal opportunity employer actively working on creating a diverse and inclusive work environment where underrepresented groups can thrive.

Together we’re building something great: a way to help everyone – and everything – stay online and connected.

What to expect in the interview process:

  • 30-minute phone interview
  • Technical Troubleshooting Essay
  • 2-3 Zoom interviews with members of our team

Ready to apply?

If you share our values and our passion for connecting the world, we’d love to review your application! For any needed accommodations during the hiring process, please email [email protected]

Even if you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.

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