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Technical Support Specialist (f/m/d)

H

Hive

2mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • IT & Cybersecurity
  • Berlin

AI generated summary

  • You must have C1 English and C1 in French, Italian, Spanish, or German; problem-solving skills; start-up experience; strong communication; and the ability to handle complex escalations effectively.
  • You will provide customer support, manage technical tools, collaborate with teams, analyze complaints, create resources, drive satisfaction, and represent customer voice across the company.

Requirements

  • Language: C1 in English as well as C1 efficiency in one of the following languages: French, Italian, Spanish, or German
  • Demonstrated ability to approach problems with a curious mindset, seeking out creative solutions and innovative approaches.
  • Experience in a Series A-backed fast-paced start-up
  • Ability to work independently and manage multiple tasks effectively using multiple platforms daily.
  • Highly organized and detail-oriented.
  • Excellent verbal and written communication skills, conveying complex technical information to non-technical stakeholders.
  • Capability to develop and implement technical and operational strategies and processes aligned with business objectives.
  • Strong interpersonal skills with a friendly and approachable demeanor.
  • Handle complex escalations involving multiple stakeholders and revenue impact.

Responsibilities

  • Provide world-class Support to our customers, ensuring they have a smooth and positive experience with the Hive App.
  • Collaborate with Growth Managers and operational teams to launch new customers, ensuring all technical deadlines are met.
  • Manage and maintain technical tools, the Hive App, and data systems, including specification and management systems.
  • Serve as the go-to expert for technical and operational matters related to launching a customer for success.
  • Work closely with key stakeholders (such as Tech and Product, Growth and Operational teams) to ensure a joined-up approach, with consistent technical capabilities of the Hive App.
  • Analyze complaints data to drive quality improvement and follow up on serious customer issues.
  • Create and maintain helpful resources, FAQs, and documentation to assist customers.
  • Driving customer satisfaction and retention. Your efforts will directly impact our growth trajectory.
  • Supporting team lead with quality assurance and feedback to stakeholders and team.
  • Go beyond day-to-day to be the voice of the customer across the whole company.

FAQs

What is the primary responsibility of a Technical Support Specialist at Hive?

The primary responsibility is to provide world-class support to customers, ensuring a smooth experience with the Hive App, while managing technical setups and collaborating with various teams.

Which languages are required for this position?

A C1 level in English is required, along with a C1 level in one of the following languages: French, Italian, Spanish, or German.

What type of previous experience is beneficial for this role?

Experience in a Series A-backed fast-paced start-up is beneficial for this role.

How many vacation days do employees receive annually?

Employees receive 30 vacation days annually, with the opportunity for a sabbatical after three years of employment.

What is Hive's mission?

Hive's mission is to make commerce operations better for brands, consumers, and operations partners by combining powerful technology with leading operations providers.

What type of work environment can employees expect at Hive?

Employees can expect a culture of trust, collaboration, empowerment, and constructive feedback in a positive and inspiring work atmosphere.

Are there opportunities for employee growth within the company?

Yes, Hive encourages employees to grow with the company and is committed to their professional development.

What kind of support is provided to employees regarding hardware and equipment?

Employees receive operating systems and hardware of their choice, along with additional tech equipment they may need to perform their best work.

Does Hive promote diversity and inclusion in the workplace?

Yes, Hive is committed to fostering diversity and encourages applications from all backgrounds, striving for an inclusive workplace where everyone can grow professionally.

Is there an opportunity for remote work in this position?

Yes, while the role is based in the Berlin office, remote work is supported in a hybrid format.

Hive

Cloud-based AI solutions for understanding content

Technology
Industry
201-500
Employees
2013
Founded Year

Mission & Purpose

Hive is the leading provider of cloud-based AI solutions to understand, search, and generate content, and is trusted by hundreds of the world's largest and most innovative organizations. The company empowers developers with a portfolio of best-in-class, pre-trained AI models, serving billions of customer API requests every month. Hive also offers turnkey software powered by proprietary AI models and datasets, unlocking breakthrough applications for critical business needs with deep learning and generative AI. Collectively, Hive's technology is transforming approaches to platform integrity / content moderation (including AI-generated content detection), brand protection, sponsorship measurement, context-based ad targeting, and more. Hive has raised over $120M from leading investors, including General Catalyst, 8VC, Tomales Bay Capital, and Glynn Capital. In April 2021, Hive announced a $50M Series D at a $2B valuation. The San Francisco-based company has 200+ full-time employees globally, in addition to a distributed workforce of more than 5 million global contributors that supports data labeling operations.