ABOUT US:
HiveWatch is a tech-forward, inclusive organization leading the evolution of the physical security industry with innovation and collaborative problem solving. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building. 

We are looking for a Customer Support Specialist to join our fast-growing company! The Customer Support Specialist will report directly to the Director of Lab Operations under the Customer Success team. This is a perfect opportunity for someone who wants to learn about physical security operations and wants to deliver excellent customer support to our Tier 1 clients. 

WHAT YOU'LL DO:
Support physical security operations by:

• Answering routine and emergency calls, monitoring alerts and video equipment including fire alerts, door alerts, and duress alerts
• Communicating and disseminating information, using established communication vehicles, to key partners using best practices
• Utilizing experience and judgement to contribute to the on-going evaluation and improvement of operations and systems

Support Customer Success team by: 

• Answering client queries, diagnosing, troubleshooting and resolving client issues in a timely manner via the appropriate channels (email, phone, chat)
• Overseeing and contributing to our knowledge-base (written articles, videos, etc.)
• Developing and maintaining vast knowledge of our products and services - be the expert
• Collecting and communicating customer feedback to the relevant teams to improve the overall client experience
• Acting as liaison between clients and management to enhance overall client experience

QUALIFICATIONS:

• Have very strong communication & organization skills
• Experience with Zendesk, Google Suite products, and overall technically savvy
• Prior experience with CRM platforms is a plus
• Experience with Physical Security platforms/tools is a plus
• Self-motivated, passionate, competitive, and super organized with a strong desire to succeed and grow as we grow
• Collaborative and a team player
• High level of attention to detail
• Must be willing to work one of the following shifts: 
  • 5:00am - 1:30pm PST
  • 1:00pm - 9:30pm PST
  • 9:00pm - 5:30am PST