Junior Support Representative (Boston, MA) at HqO in Boston, MA

Summary: HqO is a company focused on transforming real estate through innovative applications and services. They are seeking a Junior Support Representative to join their Customer Support team, responsible for addressing Tier 1 support tickets and ensuring a positive customer experience. Responsibilities: - Respond to Tier 1 support tickets within defined SLAs, providing accurate and professional responses - Resolve issues efficiently, escalating only when appropriate to ensure timely resolution for customers - Maintain a positive and helpful tone in all customer interactions, driving high CSAT (Customer Satisfaction) scores - Contribute to HqO’s internal knowledge base by documenting FAQs, solutions, and troubleshooting steps - Collaborate across teams to ensure seamless customer experiences and share insights from front-line interactions - Operate within HqO’s core systems and rhythms, including ticket management tools (HubSpot) and performance tracking metrics Required Qualifications: - 1+ years of experience in a customer service or support role (SaaS experience preferred) - Strong written and verbal communication skills, with a customer-first mindset - Demonstrated problem-solving abilities and attention to detail in issue resolution - Ability to manage multiple tickets and priorities with strong time management and organization - Eagerness to learn and grow technical knowledge about HqO's products and real estate technology - Experience using ticketing systems such as HubSpot - A proactive, coachable attitude - willing to take feedback and continuously improve - Team-oriented and collaborative, with a positive and adaptable outlook Preferred Qualifications: - SaaS experience Required Skills: Customer service, SaaS support, Ticketing systems, HubSpot, Coachability Benefits: Comprehensive medical, dental & vision plans for you and your dependents, Fully paid parental leave (12 weeks), in addition to state and federal leave standards, Pre-tax commuter benefits for qualified travel expenses, Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses), In-Office First Culture: Employees are in-office Tuesday, Wednesday, and Thursday, Unlimited time off to recharge