The work:

Your primary responsibility is to deliver excellent customer support for inbound customer inquiries. We support two products now—Cascade CMS and Clive—and we may support more in the feature. You are expected to be a product expert in all Hannon Hill products with varying degrees of proficiency depending on the exact area of the product.

You’ll work with incredibly talented colleagues on our Support and Product teams who work tirelessly on behalf of our customers to ensure their success. Our Support team works closely with our Product Engineering and Systems teams and often questions will be escalated to engineers for further investigation.

For tools, we collaborate with customers and colleagues in Zendesk and Intercom for in-app messaging. We also engage with our customer community in a Hannon Hill Users Slack network. Most of the work will be written communication with customers through one of these channels. Conversations in Zendesk tend to be more asynchronous (more similar to support over email) whereas conversations in Intercom can be faster paced like true chat support. There are times where we will reach out to customers (or they to us) to schedule a screenshare to investigate issues further in real time.

You are expected to handle around 15-25 conversations per day of varying complexity. Some will be simple product questions to which you may know or be able to easily find a specific answer. Others may require deeper investigation and could last for a couple of days or more.

Our goals include maintaining a median first response time of 30 minutes and a 99% customer satisfaction rate across all channels. However, we always value meaningful, comprehensive, and correct responses over fast ones. There may be times where a longer reply that takes more time to research and compose is necessary.

We’re looking for someone to work 9a-6pm or 10am-7pm Eastern with with the ability to shift working hours by 1-2 hours a few times a month with advance notice. We prefer someone willing to work 2-3 days per week in our Atlanta office but are open to remote work in other timezones. If you’re working in another timezone, you need to be able to cover the above shifts without working a graveyard shift (i.e plus/minus roughly 3-4 hours from Eastern timezone).

Skills and experience

• Excellent written and verbal communicator across a variety of different channels
• Maintains a professional and calm demeanor in interactions with customers
• An empathetic listener who can advocate for both the customer and the company where appropriate
• Enjoys problem solving, research and teaching yourself new tools and technology
• Ability to learn complex technical products
• Prior experience supporting technical products
• HTML/CSS/JS development experience is preferred
• Prior experience programming in a web (PHP, Ruby) or scripting language (e.g. Python, Javascript) is a plus
• Interest in presenting at our conferences or to customers in other contexts is a plus

Responsibilities

• Help customers with inbound product questions and issues across a variety of support channels
• Be on-call to respond to customer inquiries 7 hours/day
• Handle around 15-25 conversations with customers per day
• Provide proactive support where possible by creating specific support materials (e.g FAQs) and identifying improvement to products. Reach out to customers to help them when we can identify that they’re experiencing problems.
• Contribute improvements to our existing product knowledge bases
• Support internal staff with product related questions and issues.
• Become a product expert on all products and learn new features and products as they become available.
• Help compile customers experiences and insights to share with the Product team as a “Voice of the Customer” report and through our customer feedback product.