Software Customer Support Specialist


Hannon Hill is looking for an energetic, positive, proactive, and thoughtful person to join our support team. Support works closely with our product team to help customers solve problems and to help constantly improve our products and resources. This could be a full-time remote position or a local position with the option of up to three teleworking days per week.

Responsibilities

  • Directly help customers with inbound support upwards of 5-7 hours/day and up to 8 hours per day as support volume necessitates
    • NOTE: Not all hours will be spent handling inbound support but need a willingness to be available for upwards of that on a regular basis.
  • Triage and handle product support requests and inquiries that come in via ticket (Zendesk), messaging platform (Intercom) or phone.
  • Become an expert in using and administering our product including Cascade CMS, Cascade Live and all future products.
  • Use project time to proactively improve the Support team or Products.
  • Expand our customer resources -- self-help documentation, tutorial videos, product examples exchange -- reactively in response to common questions and proactively when opportunities are identified.
  • Contribute to product community discussions in Slack and help cultivate and foster a vibrant user community.
  • Be an advocate for our users in product discussions.
  • Be an advocate for our products in community discussions with users and prospects.
  • Proactively reach out to customers when we detect issues, bugs or notice issues with product usage.
  • Help test out new features and fixes and give feedback to our product team.
  • Engage with customer success after check-ins to familiarize yourself with any takeaways for the customer.
  • Assist internal team members with internal product support.
  • Help with product discovery and research of new feature ideas by talking with users and crafting user stories.
  • Help manage the product idea portals and triage inbound product feedback in ProductBoard.
  • Source and synthesize ideas for the products from feedback, present and make recommendations to the product team.
  • Help maintain a backlog of bugs and improvements.

Requirements

  • Eager to help customers work through problems on phone or screen share as needed.
  • Interest in presenting at our conferences and hosting webinars or training sessions.
  • Excellent written and verbal communication and troubleshooting skills.
  • Aptitude for taking more complicated and deeper, technical support issues (e.g. tier 2 or 3) over time as his/her mastery of the products increases.
  • Outgoing and personable. Enjoys talking to users and other team members.
  • Passionate about effective technology.
  • Experience with using Cascade CMS or any CMS product a plus, but not required.
  • Experience with Zendesk, Intercom, and/or Github support systems a plus, but not required.
  • Experience supporting software in customer support or training a plus.

Hannon Hill Corporation

3423 Piedmont Road NE, Suite 520
Atlanta, GA 30305

Phone: 678.904.6900
Toll Free: 1.800.407.3540
Fax: 678.904.6901

info@hannonhill.com

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