1.Technical Support and Issue Resolution

• Respond to customer technical issues encountered while using HubSpot through multiple channels, including tickets, emails, live chat, and phone calls, providing efficient solutions.
•  Conduct in-depth analysis of system logs, API errors, and integration issues to identify root causes and guide customers in resolving them.

2. Cross-Team Collaboration

• Collaborate closely with internal teams to relay customer pain points, driving feature enhancements and bug fixes.
• Participate in the development of the knowledge base by authoring technical documentation, tutorials, and FAQs to enhance customer self-service capabilities.

3. Customer Success Enablement

• Proactively identify customer needs, offering tailored technical advice to improve product utilization and customer satisfaction.
• Regularly compile customer feedback to provide data-driven insights for the product roadmap.

4.Continuous Learning and Growth

• Stay abreast of new HubSpot features and industry trends, enhancing professional skills through internal certifications such as HubSpot Academy.
• Assist in onboarding new employees by sharing technical expertise and best practices.

1. Basic Qualifications

• Bachelor's degree in IT, Computer Science, Marketing, or a related field (relevant experience may be considered in lieu of a degree).
• Over 2 years of experience in SaaS or CRM technical support, with knowledge of CRM systems, automated workflows, and data management.
• Familiarity with HubSpot tools and modules; possessing HubSpot certifications is a plus.

2. Technical Skills

•  Proficiency in HubSpot platform functionalities (e.g., CRM, Marketing Hub) or similar SaaS tools like Salesforce.
•  Basic programming skills (e.g., SQL, Python) to support data analysis and integration needs.
• Understanding of HTML, CSS, and JavaScript.

3. Customer Service Orientation and Problem-Solving Abilities

•  Strong customer service mindset with excellent communication skills.
•  Exceptional problem-solving capabilities and a quick learning aptitude.