## Join Our Team as a Technical Support Representative at Hyperscience
Are you passionate about technology and skilled in customer support? Hyperscience is looking for a Technical Support Representative (TSR) to provide first-contact technical support to our valued customers and partners across various channels. If you’re a compassionate problem solver with excellent communication skills, this role is for you.
### Role Overview
As a TSR at Hyperscience, you will:
– **Deliver Exceptional Support:** Provide ticket-based support (via Zendesk, JIRA) to address customer issues promptly and efficiently.
– **Communicate Effectively:** Maintain clear and effective communication with both customers and internal team members.
– **Ensure Customer Satisfaction:** Offer exceptional customer service in every interaction, ensuring high levels of satisfaction.
– **Problem-Solving:** Identify and communicate technical workarounds and solutions to customers, leveraging both internal and external documentation.
– **Product Expertise:** Stay up-to-date with Hyperscience product functionalities and related technologies.
– **Troubleshoot Accurately:** Replicate customer issues in test environments to troubleshoot effectively.
– **Collaborate for Improvement:** Work with product and engineering teams to aid continuous product enhancement.
– **Escalate When Necessary:** Escalate complex issues to the appropriate team members, developers, or management as needed.
– **Contribute to Knowledge Base:** Utilize and contribute to the Hyperscience support knowledge base, ensuring it remains current and comprehensive.
### Responsibilities
– **Ticket-Based Support:** Address customer issues via platforms like Zendesk and JIRA.
– **Effective Communication:** Ensure smooth communication with customers and team members.
– **Customer Service Excellence:** Deliver exceptional service, ensuring customer satisfaction.
– **Technical Solutions:** Provide and communicate workarounds and solutions to technical issues.
– **Product Knowledge:** Keep abreast of Hyperscience products and related technologies.
– **Issue Replication:** Accurately replicate customer issues in test environments for troubleshooting.
– **Team Collaboration:** Work closely with product and engineering teams to improve our products continuously.
– **Escalation:** Escalate complex issues appropriately to ensure timely resolutions.
– **Knowledge Base Management:** Contribute to and effectively utilize the support knowledge base.
### Qualifications
– **Experience:** 1-2 years in technical support, helpdesk, or a similar customer-facing technical role.
– **Communication Skills:** Excellent verbal and written communication abilities.
– **Attention to Detail:** Strong attention to detail and problem-solving skills.
– **Curiosity and Accountability:** High level of intellectual curiosity and accountability; open to coaching.
– **Documentation Skills:** Experience with internal knowledge bases and documentation is a plus.
– **Technical Expertise:** Experience supporting both on-premise and SaaS solutions is beneficial.
– **Industry Knowledge:** Familiarity with machine learning and/or AI products is desirable.
### Compensation
– **Competitive Pay:** $33 – $35 per hour.
Join us at Hyperscience and help us drive innovation and customer satisfaction through exceptional technical support. Apply now and become a key player in our mission to revolutionize the future of work with advanced machine learning solutions.
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Hyperscience – Technical Support Representative (CONTRACT) (lever.co)
