Technical Support Representative (CONTRACT)
US - All Country - Remote [Contract}
Customer Experience – Technical Services /
Contractor /
Remote
At Hyperscience, our Technical Services team serves as the trusted technology advisor and advocate for our customers, striving to build and sustain ongoing healthy relationships. Team members play a crucial role in maintaining and enhancing the performance and availability of our Hyperscience applications, thereby safeguarding our existing business, fostering new opportunities, and nurturing lifelong customer advocacy. We are seeking a team of individuals for a 6-9 month CONTRACT position related to a business-critical initiative, with the potential of a permanent position at the end of contract.
Role Overview:The Technical Support Representative is tasked with providing first contact technical support to Hyperscience customers and partners across various channels. As a TSR, you will be a compassionate problem solver with excellent communication skills, adept at researching issues using both internal and external documentation to deliver effective solutions. You will become a product expert that customers rely on, with the ability to escalate complex issues to ensure timely resolutions.
Responsbilities
- Deliver ticket-based support (e.g., Zendesk, JIRA) to address customer issues.
- Maintain effective communication with both customers and internal team members.
- Provide exceptional customer service, ensuring satisfaction in every interaction.
- Identify and communicate technical workarounds and solutions to customers.
- Keep up-to-date with Hyperscience product functionalities and related technologies.
- Replicate customer issues in test environments for accurate troubleshooting.
- Collaborate with product and engineering teams to aid continuous product enhancement.
- Escalate complex issues to appropriate team members, developers, or management as needed.
- Contribute to and effectively utilize the Hyperscience support knowledge base, ensuring it is kept current and expanded over time.
Qualifications:
- 1-2 years of experience in technical support, helpdesk, or a similar customer-facing technical role.
- Excellent communication skills, both verbal and written.
- Strong attention to detail.High level of intellectual curiosity and problem-solving capability.
- Accountable and open to coaching.
- Prior experience with internal knowledge bases and documentation is advantageous.
- Experience supporting both on-premise and SaaS solutions is beneficial.
- Familiarity with machine learning and/or AI products is desirable.
$33 - $35 an hour
