151 day(s) ago

Technical Customer Support (Americas) vacancy at Hotjar

46,000 - 64,000 USD per Year


Remote worker location: United States
English: Advanced, Upper Intermediate, Native Speaker
Experience: 3+ years
Employment: Full-time

Hotjar

To give teams of all sizes the insights they need to create experiences their users love
Hotjar is the behavioural analytics tool that makes it easy to go beyond traditional web analytics and understand what users are really doing on their site. Our vision is to give teams of all sizes the insights they need to create experiences their users love.

Our team work on the compelling challenges that come with large-scale web traffic and analytics, on a product that has a real impact on the thousands of users we support around the world. We work in an agile environment, 100% remotely, and actively encourage both personal and professional growth.

Headquartered on the beautiful island of Malta and spread throughout Europe, the Americas, and Africa, our team casts a wide net across a multitude of locations, lifestyles, and backgrounds. It’s our differences that make us interesting, and our shared belief in Hotjar’s Core Values that bind us together.

Hotjar's culture is guided by respect, transparency, collaboration, and direct feedback. Hotjar pledges to be a harassment-free and discrimination-free company.
We believe people from different backgrounds, with different identities and experiences, make our product better – just as our users come from everywhere, a diverse team helps ensure we create a product that is accessible to a wide range of people.
We're obsessed with communicating with our users as well as within the team. We hate bureaucracy and slow-moving organizations – but we're suckers for well-defined processes. We love lean, iterative improvements, and success is measured by the value we create for our users.

Find out more about our product on our company site (www.hotjar.com) and product roadmap (docs.hotjar.com/v1.0/page/roadmap).

Learn more about our company culture and what it's like to work at Hotjar on our careers site (careers.hotjar.com) and company blog (www.hotjar.com/blog).

Responsibilities

Work with our customers through Zendesk
Communicate crucial company updates through multiple channels (i.e., in-app messages, emails, blog posts, etc.)
Help create knowledge base content - this includes writing and updating existing articles, and create visual content
Help create internal processes that directly impact engagement and improve our response times
Create reports for the product team that highlight customer feedback / sentiment
Collaborate with a cross-departmental team to plan and execute projects
Collaborate with other departments including Product, Legal, Marketing and Customer Success

Requirements

You have great tone of voice and ability to explain concepts clearly
Experience in a customer-facing role or a troubleshooting environment
Because of the technical nature of our product, you understand how websites work. This includes being able to troubleshoot HTML and CSS issues in web browser-based developer tools
Natural at problem-solving - with a huge range of customers using a complex product, it’s a crucial part of the job
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

Perks & Benefits

A remote and accomplished diverse and international team
A chance to positively enhance people’s experience online and make the web a better place
In addition to the monetary compensation, we also provide all team members with an assortment of unique and popular

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