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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 another C1 language, problem-solving skills, startup experience, independence, strong communication, and the ability to manage escalations and multiple tasks.
  • You will provide customer support, manage technical tools, collaborate with teams, analyze data for improvements, create resources, drive satisfaction, and advocate for customers 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 main responsibility of a Technical Support Specialist at Hive?

The main responsibility of a Technical Support Specialist at Hive is to provide world-class support to customers, ensuring a smooth and positive experience with the Hive App, while also collaborating with various teams to launch new customers and maintain technical tools and data systems.

What languages are required for this position?

The position requires C1 proficiency in English and C1 efficiency in one of the following languages: French, Italian, Spanish, or German.

What kind of background is preferred for applicants?

Applicants are preferred to have experience in a Series A-backed fast-paced start-up environment.

What skills are important for this role?

Important skills for this role include excellent verbal and written communication, strong interpersonal skills, complex problem-solving abilities, organization, attention to detail, and the capacity to effectively manage multiple tasks.

What is the work culture like at Hive?

The work culture at Hive emphasizes trust, collaboration, empowerment, and constructive feedback within a positive and inspiring work atmosphere, with a highly driven team of exceptional individuals from various prestigious backgrounds.

What benefits do employees at Hive receive?

Employees at Hive receive attractive compensation, including virtual employee stock options, 30 vacation days annually, a wellness and productivity budget, preferred operating system and hardware, and access to free drinks and snacks in the offices.

Is there an opportunity for professional growth at Hive?

Yes, there is an opportunity for professional growth at Hive, as the company has an entrepreneurial culture and encourages employees to grow alongside the company's rapid expansion.

How does Hive ensure customer satisfaction?

Hive ensures customer satisfaction by providing high-quality support, analyzing complaints data to drive improvements, creating helpful resources, and maintaining close collaboration with key stakeholders.

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 a network of leading operations providers through the Hive App.

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.