Support Specialist

Hiver; India; Remote; INR 600,000 - 900,000; Full time

Job summary

Hiver, a modern AI-driven customer service platform, is seeking a Support Specialist to join our remote India team. You will handle technical inquiries via email, chat, and calls (Zoom/Google Meet), diagnose issues, and deliver clear, helpful solutions while documenting interactions for knowledge sharing.

The ideal candidate has 3–4 years of technical support experience, strong communication and problem-solving skills, and a customer-first mindset.

Qualifications

• 3+ years of technical customer support experience across email, chat and calls.
• Strong written and verbal communication to explain technical details clearly.
• Proven track record of delivering excellent customer service and meeting targets.
• Good problem-solving and analytical abilities.
• Experience with SaaS products is preferred.
• Excellent time management and attention to detail.
• Ability to work independently and with a team.

Responsibilities

• Handle inbound customer inquiries via email, chat, and call (Google Meet & Zoom).
• Diagnose and troubleshoot a wide range of technical issues related to Hiver.
• Provide clear and concise solutions in a friendly, professional manner.
• Document support interactions for knowledge sharing and future reference.
• Proactively engage with customers to guide product usage and improvements.
• Stay up-to-date on product features and functionalities.
• Collaborate with cross-functional teams to resolve complex issues and improve the support process.
• Identify opportunities for process enhancements and documentation.
• Conduct touchpoint studies and business-case analyses to identify service gaps.
• Maintain on-time delivery and accuracy in all support activities.

Skills

Technical support

Customer service

SaaS experience

Communication skills

Job description

Support Specialist

Department: Customer Support

Employment Type: Full Time

Location: Remote - India

Reporting To: Shankar Shrinivasan

Description

About us:

Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.

We’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful, and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.

Opportunity:

We’re looking for an experienced Support Specialist to join Hiver’s customer support team. You’ll help customers resolve technical issues and deliver exceptional support across email, chat, and calls (via Zoom or Google Meet).

With a G2 rating of 9.3 for support quality, our team is committed to providing best-in-class customer experiences. The ideal candidate has 3-4 years of technical support experience, strong problem-solving skills, and a customer-first approach to handling technical queries.

Note: This is a remote position, allowing you to work from the comfort of your home. You'll be joining a 24/7 support team, primarily operating within US time zones. Flexibility in your work hours, including evenings and weekends, is crucial to meet customer needs efficiently. You'll enjoy two days off each week, which may not always coincide with weekends.

Key Responsibilities

What will you do?

• Handle inbound customer inquiries via email, chat, and call (Google Meet & Zoom), ensuring timely and accurate responses to resolve issues and address concerns.
• Diagnose and troubleshoot a wide range of technical issues related to Hiver.
• Provide clear and concise solutions to customers in a friendly and professional manner.
• Document support interactions for future reference and knowledge sharing.
• Proactively engage with customers to meet their needs and offer guidance on product features and usage.
• Stay up-to-date on the latest product features and functionalities.
• Proactively identify areas for improvement within the support process.
• Collaborate with cross-functional teams to elevate and resolve complex issues, aiming for customer satisfaction and retention.
• Utilize your expertise to pinpoint opportunities for process enhancements and contribute to the development of support resources and documentation.
• Perform touchpoint studies and business case analysis to identify gaps in the service journey and formulate improvement strategies.
• On-time and accuracy are fundamental pillars of our support team.

Key Requirements

What are we looking for?

• A minimum of 3 years of experience in Technical customer support, with a focus on email, chat & call (Google Meet & Zoom) channels.
• Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely.
• Proven track record of delivering exceptional customer service and exceeding performance targets.
• Excellent problem-solving and analytical skills.
• Ability to troubleshoot technical issues and provide solutions in a timely manner.
• Experience working with SaaS products is preferred.
• Strong attention to detail and excellent time management skills.
• Ability to work independently and collaborate effectively with team members.
• A passion for providing excellent customer service.
• An Interest in working in a fast-growing and dynamic environment.