Technical Support Specialist
Description
Who We Are:
Hubb is a technology solutions company that is re-inventing the way companies and organizations plan their conferences and events. Our 30+ event-solutions company is based in Vancouver, WA with a global customer base. Hubb delivers software solutions for conference management and mobile applications for mid-market and enterprise clients. Hubb powers many of the world’s largest conferences for some of the world’s most recognizable brands.
Our Culture:
We are a team of professionals who are passionate about innovation and excellence. We perform our work much the same way we live the rest of our lives because we recognize that there is no such thing as work-life balance – there’s just this one life and we happen to be living some of it here at the office. We speak, dress and behave exactly like we do anywhere else which means we are our genuine selves at all times. We believe we are happier and more productive when we can be true to what drives us each individually. We are fun loving, intellectually curious and enjoy celebrating the journey. Ultimately, we build products & services for people who enjoy their jobs and we appreciate the ability to enjoy our own. Because if you could be happy in your work… why wouldn’t you?
The Job:
As the Technical Customer Support Specialist, you will be responsible for handling front-line, inbound support requests from our customers. These support requests relate to a wide variety of support issues. The hours worked are variable, and could include early mornings, nights, or weekends. This position is a part-time long term contract with the possibility of transferring into a permanent role.
Essential Duties and Responsibilities:
Manage support tickets, calls and emails
Provide both client and end-user training
Partner with clients by assisting them with configuration of the Hubb product
Serve as a subject matter expert to all clients
Troubleshoot technical issues
Partner with members of other teams to resolve client issues
Key Competencies & Skills
Minimum 1-year experience providing support for SaaS organizations
Proficient in full Office Suite with particular expertise in using Excel
Good working knowledge of HTML and CSS and working knowledge of Document Object Model including knowledge of browser inspections tools to assist in technical troubleshooting of existing code base
Ability to use technical troubleshooting tools including reading user error logs, browser console logs, and browser inspection tools
Knowledge of REST APIs a plus
Basic knowledge of Javascript or JQuery a plus
Ability to multi-task and prioritize issues
Strong computer skills a must including basic Windows and Mac OS functionality
Comfortable troubleshooting issues using live remote desktop sharing applications
Demonstrated ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable terms
Self-starter with proven ability to work proactively and independently
Excellent written and verbal communication skills