Mongoose

Customer Support

• Serve as the first point of contact for customers seeking product assistance - managed via email in HubSpot’s customer support ticketing system.
• Troubleshoot issues, guide users through solutions, and ensure they feel supported every step of the way - including hosting Zoom meetings to work through issues or provide additional support and training to end users
• Act as the voice of our customers by advocating for bug fixes, feature requests, and product enhancements with our internal teams.
• Become an expert in our platform, helping both customers and internal teams navigate features and integrations.
• Assist sales and client success teams in customer conversations that require deeper product knowledge.
• Support our QA team by testing new product features and identifying potential issues before launch.
• Help clients with the technical implementation of both higher-ed specific (Slate, Salesforce, Blackbaud NXT, Ellucian) and general  data integrations (FTP, CSV, API)
• Develop written documentation, technical guides, best practices, and release notes to enhance the customer experience.
• Manage support tickets efficiently, ensuring no customer is left waiting too long for a resolution.
• Own support cases, track progress, and maintain clear communication between internal teams and customers.
• Simplify technical concepts so that users of all backgrounds can easily understand solutions.
• Think creatively when troubleshooting technical challenges, digging into software and data issues to find effective solutions.
• Provide best practices, workarounds, and potential solutions when customer needs extend beyond current product functionality.
• Reflect on support processes and recommend ways to make them even better.

Product Support Specialist