Customer Support • Senior

Who you are

You are an experienced Technical Support Specialist with a strong background in handling complex customer issues. You thrive in environments filled with ambiguity and complexity, demonstrating a hands-on approach to problem-solving. Your ability to communicate effectively with both technical and non-technical stakeholders sets you apart, allowing you to bridge gaps and ensure customer satisfaction. You are committed to excellence and take ownership of the challenges you face, always pushing for the best outcomes.

You have a deep understanding of the tools and technologies used in customer support, enabling you to provide insightful solutions and guidance. Your experience in a similar role has equipped you with the skills necessary to manage escalations and mentor junior team members. You are passionate about improving processes and enhancing the customer experience, always looking for ways to innovate and streamline operations.

What you'll do

In this role, you will be the go-to person for the most complex technical issues that arise within the customer support team. You will work closely with customers to understand their challenges and provide effective solutions, ensuring that their needs are met promptly and efficiently. Your responsibilities will include troubleshooting technical problems, guiding customers through solutions, and collaborating with engineering teams to resolve issues that require deeper technical expertise.

You will also play a key role in mentoring and training junior support staff, sharing your knowledge and experience to help them grow in their roles. By analyzing support trends and customer feedback, you will contribute to the continuous improvement of support processes and tools, ensuring that the team operates at peak efficiency. Your insights will help shape the future of customer support at Harvey, as you work to enhance the overall customer experience.

What we offer

At Harvey, you will be part of a dynamic team that is committed to transforming the professional services landscape. We offer a collaborative work environment where your contributions are valued and recognized. You will have the opportunity to grow both personally and professionally, with access to resources and support that will help you advance your career. Join us in shaping the future of work and making a meaningful impact in the industry.