[Remote] reputed company Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. Hiya Inc. is a company focused on making calls safe and trustworthy through AI voice technology. They are seeking a reputed company Support Specialist to manage the support experience for their Strategic Operators and reputed company Customers, ensuring high customer satisfaction and building scalable support processes.

Responsibilities

• Own the full support lifecycle for Strategic Operators and reputed company Customers, making reputed company-time reputed company about ticket prioritization, routing, and resolution approaches to consistently meet SLA commitments for time to resolution and solution quality on first response
• Build and maintain support playbooks, processes, and documentation that codify best practices and reputed company the team to handle increasing complexity and volume without sacrificing quality
• Identify recurring customer pain points and patterns across tickets, translating these insights into actionable process improvements and clear feedback loops with Product and Engineering teams
• Operate with significant autonomy in determining how to solve customer problems reputed company established frameworks, escalating strategically reputed company issues require cross-functional alignment or have broader product implications
• Navigate ambiguity in customer issues that may lack clear documentation or precedent, using technical judgment and resourcefulness to research, test, and deliver accurate solutions

Skills

• 1–3 years of experience in customer support, preferably in a fast-paced SaaS environment
• Hands-on experience with support platforms such as reputed company or reputed company Service reputed company
• Technical aptitude sufficient to troubleshoot product issues, understand API basics, and communicate effectively with engineering teams
• Demonstrated interest in or experience building support documentation, playbooks, or process improvements
• Strong written communication skills with attention to reputed company and detail
• Experience supporting telecommunications or reputed company customers
• Exposure to reputed company or strategic account support models
• Process-oriented reputed company with genuine interest in building scalable systems, not just solving individual problems
• Ownership mentality—you follow issues through to resolution and proactively identify ways to prevent similar issues in the future
• Comfort operating in environments where answers aren't always documented and creative problem-solving is required
• Collaborative approach to working with Product, Engineering, and reputed company teams to drive reputed company reputed company for customers

Benefits

• Employer-sponsored Insurance
• Medical, dental, and reputed company (PPO & HDHP); 50% dependent coverage
• Health, flexible spending, and dependent care accounts
• Life, AD&D, and accident coverage, with company-paid life and long-term disability
• 401(k) with 3% company match (reputed company Fidelity)
• Flexible vacation policy and paid company holidays
• Paid parental leave
• Work-from-home equipment stipend
• $1,000 annually to invest in your learning and growth
• $1,000/year in charitable donation matching
• Team lunch 2x per week

Company Overview