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Technical Support Specialist (f/m/d)

H

Hive

2mo ago

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

AI generated summary

  • You need C1 English and another C1 language (French, Italian, Spanish, or German), problem-solving skills, start-up experience, strong communication, and the ability to manage multiple tasks.
  • You will provide exceptional support to customers, collaborate on onboarding, manage technical tools, analyze complaints, create documentation, and advocate for customer needs 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 is to provide world-class support to customers, ensuring smooth and positive experiences with the Hive App, while also collaborating with various teams to launch new customers and manage technical tools.

What languages are required for this position?

Candidates must have C1 proficiency in English and C1 efficiency in either French, Italian, Spanish, or German.

What type of environment does Hive promote?

Hive promotes a culture of trust, collaboration, empowerment, and constructive feedback in a positive and inspiring work atmosphere.

What experience is preferred for applicants?

Experience in a Series A-backed fast-paced start-up is preferred.

How many vacation days are offered to employees?

Employees benefit from 30 vacation days annually, with the opportunity for a sabbatical after three years with the company.

What kind of support does Hive provide for employee well-being?

Hive offers a wellness and productivity budget, along with 30 vacation days annually to support employee well-being.

What is the dress code or office atmosphere like at Hive?

While the job description does not specify a dress code, the office atmosphere is described as positive and inspiring, with free drinks and snacks available.

Are there any performance bonuses or stock options available?

Yes, Hive offers attractive compensation that includes virtual employee stock options for all full-time team members.

Is technical knowledge required for this position?

Yes, candidates should have the capability to convey complex technical information to non-technical stakeholders and develop technical and operational strategies.

How does Hive approach diversity and inclusion?

Hive fosters diversity and encourages applications from all backgrounds, striving to create an inclusive workplace where everyone feels encouraged to be their true self and to grow professionally.

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.