Technical Support Specialist, French Speaking
Degreed
Swift
Product Support Specialist
Mongoose
full-time
Posted on:
Origin: • 🇺🇸 United States • California, Florida, Illinois, Massachusetts, New York, North Carolina, Ohio
Visit company websiteSalary
💰 $54,000 - $61,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- A passion for delivering outstanding customer service and ensuring users feel valued.
- The ability to advocate for customers internally and clearly communicate their needs to product and engineering teams.
- Strong relationship-building skills, with the ability to create trust and rapport with customers.
- A general understanding of web applications, integrations, and APIs
- Experience troubleshooting technical issues and finding creative solutions.
- The ability to assess user needs and suggest best practices or workarounds when necessary.
- Experience managing support tickets and ensuring timely responses and resolutions.
- Exceptional written and verbal communication skills—you can explain complex topics in a simple, approachable way.
- A methodical approach to tracking, documenting, and following up on customer issues.
- A strong team player who enjoys working cross-functionally with client success, product, and engineering teams.
- A continuous learning mindset—you’re always looking for ways to improve and grow.
- A proactive approach to identifying process improvements and helping refine support workflows.
