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Billing Customer Support

2.00 to 6.00 Years   Hyderabad   15 Jun, 2021
Hotjar
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaFinance / Accounts / Tax
EmploymentTypeFull-time

Job Description

Please do not apply for this role if you are not physically located in Europe, Africa or the Middle East (UTC-1 to UTC+3).While this is a remote position, we can not consider candidates that are not based in this region. You can find a detailed explanation in our Recruitment FAQs .At Hotjar, we re building Behavior Analytics software for businesses selling online. We make it easy for them to go beyond traditional web analytics and understand what users are really doing on their site.Reporting to Billing Support Lead, we re looking for a passionate Customer Support agent to join our billing team! Obsessing over our users is one of the key Hotjar values, so you ll help us continue to deliver outstanding billing and account management support to our customers.You will take care of hundreds of Hotjar customers every week, via chat and email, to ensure they get the reactive support they need to be successful using our product. You ll also work on billing and account management-related projects to evolve our customer experience, reporting back insights to our Product teams, and keep our documentation updated as the tool evolves.You ll be an enthusiastic problem solver, with a keen desire to keep going until the issue is solved. Your customer empathy will come through in your writing style and great tone of voice. You ll be comfortable adapting quickly and openly to changes, and keen to always learn and apply these insights to your work - with failures an inevitable part of your experiments.This is a great opportunity for someone who loves helping people and is looking to further their career in a customer-facing role.You will:

  • Provide support to our valued customers via Zendesk, using chat and email
  • Communicate crucial company updates through multiple channels (i.e., in-app messages, emails, blog posts, etc.)
  • Help create internal processes that directly impact engagement and improve our service
  • Create reports for the product team that highlight customer feedback and sentiment
  • Collaborate with other departments, including Product, Engineering, Finance, Sales, and Customer Success
  • Manage invoicing and work closely with our finance team to ensure invoices are paid in a timely manner
,
  • Minimum of 2 years in a customer support role or a troubleshooting environment where you ve demonstrated ownership over customer issues, ideally in billing and invoicing
  • Proven ability to problem-solve issues related to a broad range of customers subscribed to varying pricing plans; this is a central part of the role
  • Impeccable writing skills, with fluent English
  • Experience being the Voice of Customer with a Product and Engineering team on product improvements and ticket deflection
  • Previous experience working in SaaS, e-commerce, or a startup environment is preferred
  • Experience with a variety of technical platforms beyond Microsoft Office Suite and/or G Suite
  • You have great customer empathy and the ability to explain concepts clearly in writing to peers and customers
  • Desire to work in a respectful, transparent, and collaborative work environment, following Hotjar s company values , culture , and ways of working .
  • Must submit to a background check confidentially processed by our third party.
Compensation RangeThe compensation range for this role is 45,000 to 60,000 annually. This was established after performing market research and is aligned with our approach to compensation. We encourage all candidates to read our Recruitment FAQs to further understand our approach to compensation and how we structure our contracts.In addition to the monetary compensation, we also provide all team members with an assortment of unique and popular perks .

Keyskills :
writing skillsaccount managementmusic makingweb analyticscustomer supportmarket research

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