Help Scout is looking for a Technical Support Specialist to join their team. This is a full-time, remote position that offers a salary of $81,000 – $87,000 per year. The company values happy customers and strives to provide outstanding support.
Location
This job is remote, meaning you can work from anywhere. However, Help Scout can only hire candidates from specific countries, including the United States, Canada, Australia, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Italy, Spain, and Norway. The role requires working Monday to Friday, approximately 9am-5pm Eastern time.
Employment type
- Full-time
Role of the Job
The Technical Support Specialist is a key role at Help Scout. This person will be the first point of contact for customers and will provide support via email and chat. The Specialist will troubleshoot issues, document feature requests, and collaborate with other teams to improve the product.
Main Responsibilities
- Provide technical support to customers via email and chat
- Troubleshoot issues and document feature requests
- Collaborate with other teams to improve the product
- Help customers learn how to use Help Scout
- Be a voice for the customer and ensure the company is learning from customer experiences
Qualifications Needed
- Experience working in support or success
- Excellent communication skills
- Ability to work independently
- Strong problem-solving skills
- Patient and empathetic
- Strong desire to learn
Frequently Asked Questions
- How many customers will I support?
Specialists help a minimum of about 250 customers a month.
- What benefits does the company offer?
The company offers healthcare coverage, wellness resources, and more.
- Can I work from anywhere?
Yes, this is a remote position. However, you must be authorized to work from your home location.
- How does the company approach compensation?
The company has an internal transparent salary matrix for each team.
- What is the company culture like?
The company culture values diversity, inclusion, and balance between profit and purpose.
- How does the company use AI in the interview process?
The company asks candidates not to use AI assistants during interviews but allows using tools to prepare.
- What is Brighthire?
Brighthire is a platform used as a notetaker and review tool to ensure a fair and transparent hiring process.
- What kind of team will I be working with?
You’ll be working with a team of Support Specialists and collaborating with other teams, including Engineering and Product.
- What kind of skills do I need to have?
You need to have excellent communication skills, problem-solving skills, and a strong desire to learn.
- How does the company give back to the community?
The company has pledged 1% of its equity back to the community.
Salary package
- $81,000 – $87,000 per year
The company also offers equity and benefits, including healthcare coverage and wellness resources.
Required Documents
To apply, you’ll need to submit your resume and cover letter. You’ll also need to provide three references, ideally two of which are managers.
How to Apply
If you’re interested in this role, you can apply through the Help Scout careers page
Submit Application
Take a moment to read about the company
The Story of Help Scout
Help Scout’s journey began in 2011 with a simple yet ambitious goal: to help businesses provide exceptional customer support. Founded by a team of passionate entrepreneurs, the company started as a small startup with a big vision. Over the years, Help Scout has grown into a thriving business with a global presence, serving over 12,000 companies worldwide. Despite its growth, the company remains committed to its core values of delivering outstanding customer support and building a better world through business.
The Mission
At the heart of Help Scout’s mission is a deep understanding of the importance of customer support in building strong relationships between businesses and their customers. The company’s mission is to empower businesses to provide exceptional customer experiences through its innovative platform and tools. By doing so, Help Scout aims to help businesses build trust, loyalty, and long-term relationships with their customers.
The Values
Help Scout’s values are the foundation of its business. These values include:
- Happy to Help: Help Scout believes that helping others is at the core of its business. The company strives to provide exceptional support to its customers and community.
- Craft over Convention: Help Scout is committed to innovation and excellence. The company encourages its team members to think creatively and push boundaries to deliver exceptional results.
- Progress not Perfection: Help Scout believes in continuous improvement and learning. The company strives to learn from its mistakes and use them as opportunities for growth.