{"id":3394846,"url":"https://alion.io/job/hiver-support-specialist-2","title":"Support Specialist","company":{"id":1327,"name":"Hiver","domain":"hiverhq.com","url":"https://alion.io/company/hiver","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":["India"],"countries":["IN"],"hiring_countries":["US","IN"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":28000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1152},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"WhatsApp","optional":true}],"status":"live","first_seen_at":"2026-10-27T12:00:48Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T08:01:26Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About us:\n\nHiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more - without the complexity of legacy helpdesks.\nWe’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful, and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.\n\nOpportunity:\n\nWe’re looking for an experienced Support Specialist to join Hiver’s customer support team. You’ll help customers resolve technical issues and deliver exceptional support across email, chat, and calls (via Zoom or Google Meet).\nWith a G2 rating of 9.3 for support quality, our team is committed to providing best-in-class customer experiences. The ideal candidate has 3-4 years of technical support experience, strong problem-solving skills, and a customer-first approach to handling technical queries.\nNote: This is a remote position, allowing you to work from the comfort of your home. You'll be joining a 24/7 support team, primarily operating within US time zones. Flexibility in your work hours, including evenings and weekends, is crucial to meet customer needs efficiently. You'll enjoy two days off each week, which may not always coincide with weekends.\nKey Responsibilities\n What will you do?\nHandle inbound customer inquiries via email, chat, and call (Google Meet & Zoom), ensuring timely and accurate responses to resolve issues and address concerns.\nDiagnose and troubleshoot a wide range of technical issues related to Hiver.\nProvide clear and concise solutions to customers in a friendly and professional manner.\nDocument support interactions for future reference and knowledge sharing.\nProactively engage with customers to meet their needs and offer guidance on product features and usage.\nStay up-to-date on the latest product features and functionalities.\nProactively identify areas for improvement within the support process.\nCollaborate with cross-functional teams to escalate and resolve complex issues, aiming for customer satisfaction and retention.\nUtilize your expertise to pinpoint opportunities for process enhancements and contribute to the development of support resources and documentation.\nPerform touchpoint studies and business case analysis to identify gaps in the service journey and formulate improvement strategies.\nOn-time and accuracy are fundamental pillars of our support team. \nKey Requirements\n What are we looking for?\nA minimum of 3 years of experience in Technical customer support, with a focus on email, chat & call (Google Meet & Zoom) channels.\nStrong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely\nProven track record of delivering exceptional customer service and exceeding performance targets.\nExcellent problem-solving and analytical skills.\nAbility to troubleshoot technical issues and provide solutions in a timely manner\nExperience working with SaaS products is preferred\nStrong attention to detail and excellent time management skills\nAbility to work independently and collaborate effectively with team members\nA passion for providing excellent customer service.\nAn Interest in working in a fast-growing and dynamic environment.","description_format":"text","description_chars":3461,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-10-28T12:00:48Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":16,"reasons":["conf:1","win:early","comp:attention"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/hiver-support-specialist-2","json_url":"https://alion.io/job/hiver-support-specialist-2.json","meta":{"generated_at":"2026-10-31T09:55:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15070,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1327},"rest":"https://alion.io/mcp/rest/get_company?id=1327"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhiver-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhiver-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhiver-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hiver-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhiver-support-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3394846}},{"tool":"search_jobs","arguments":{"company":"hiverhq.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3394846},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}