What’s Exciting About It?
Our mission is to help employers be amazing at employee engagement. Here’s an opportunity to put your talents to use at a business that’s helping people have more engaging and fulfilling days at work!
We’re customer-centric and with more and more organisations partnering with Hive, we’re looking for a Product Support Executive to give our customers the best technical support—ever. You’ll be working in a high-performing team that is committed to first-rate customer service, and you’ll play your part in helping change working lives for thousands of employees.
Working in collaboration with your colleagues from across all areas of the business, you’ll be the first point of contact for our customer’s technical needs. You will provide friendly, expert knowledge to support our customers to upskill themselves, and you’ll feed all of your knowledge into the Product Team to help shape future platform developments.
Never a dull moment, you’ll work on a wide range of tasks to assist our customer base in getting the most from their partnership with Hive.
We’re currently building something we’re all really proud of, but it’s not all about us, you will be given the knowledge, tech and support to help turn your ideas into meaningful change that everyone will be proud of, and will make you say “yeah I did that!”
The Role (in a nutshell)
Our customers love working with us and we want to delight them at every stage of their journey with Hive. To do this, the Product Support Executive will ensure that we provide Hive’s customers with exceptional technical support.
Your goals and responsibilities will include:
- Being the first point of contact, handling emails, online tickets and using your best judgement to call customers when appropriate.
- Investigating, resolving or escalating customer queries within agreed Service Level Agreements.
- Efficient and concise note taking/issue logging to ensure problems are resolved quickly and effectively.
- Updating and maintaining the Hive knowledge base and FAQs.
- Clear and effective communication with customers as their query passes through the support funnel.
- Maintaining a detailed understanding of Hive’s functionality as well as our product and service portfolio.
- Keeping up to date with employee engagement/surveying best practice
Technology Experience – We are looking for someone who is a bit of a computer wiz and can use that tech savvy mindset to not only understand the root cause of an issue but also to effectively resolve it.
Customer Focused – You must be driven to deliver the level of technical support you would want and expect if the shoe was on the other foot. You will be conscientious, friendly, proactive and clear in your communications with customers.
Knowledge Transfer – Knowledge is power. You will seek to continuously learn and share knowledge both internally as well as externally.
Problem Solving – You’ll always be striving to do more, this means being ready to challenge yourself to not only understand a customer’s problem, but feeding that into the relevant teams to come up with the best long-term resolution.
Being a Team Player – Nobody can service customers alone. We love to bounce ideas off one another to find the best solution to a customer’s query. This means you’ll be the person connecting multiple stakeholders to ensure the customer gets the level of service they expect.
Attention to Detail – You’ll have a keen eye for accuracy, whether that be inputting customer data, customising a Hive platform, or staying on top of your own reporting, accuracy is crucial to the success of this role.
You don’t need to match every bit of criteria in this advert in order to be considered by us as a good candidate.