Virtual Software Support Clerk

About the Company

HubSpot is a leading CRM platform that provides software and support to help companies grow. Founded in 2006, HubSpot has grown into a global company dedicated to helping businesses around the world attract, engage, and delight customers. We are passionate about our mission to help millions of organizations grow better, and we do this by building powerful software that’s easy to use, backed by a culture of amazing customer support. Join our award-winning team and contribute to a company that values innovation, collaboration, and customer success.

Job Description

We are seeking a highly motivated and detail-oriented Virtual Software Support Clerk to join our dynamic customer support team. This is a 100% remote position. As a Virtual Software Support Clerk, you will be the first point of contact for our valued customers, providing exceptional assistance with technical inquiries, product navigation, and general troubleshooting for our suite of software products. You will play a crucial role in ensuring customer satisfaction by delivering timely, accurate, and friendly support through various channels, primarily email and chat, and occasionally phone. This role is perfect for someone with a passion for technology, excellent problem-solving skills, and a commitment to helping others succeed.

Key Responsibilities

• Provide first-line technical support to customers via email, chat, and phone regarding HubSpot's software products.
• Diagnose and troubleshoot software issues, guiding customers through step-by-step solutions.
• Escalate complex technical problems to senior support staff or engineering teams when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions in our CRM system.
• Assist customers with account management, billing inquiries, and product feature navigation.
• Develop and maintain a deep understanding of HubSpot's product offerings, updates, and new features.
• Contribute to the creation and improvement of knowledge base articles and support documentation.
• Participate in ongoing training and development to enhance technical skills and product knowledge.

Required Skills

• Excellent written and verbal communication skills in English.
• Strong problem-solving and analytical abilities.
• Proficiency with common operating systems (Windows, macOS) and web browsers.
• Ability to learn new software quickly and adapt to changing technologies.
• Demonstrated ability to provide patient and empathetic customer support.
• High-speed, reliable internet connection and a dedicated home office setup.
• Minimum of 1 year of experience in a customer service or support role.

Preferred Qualifications

• Associate's or Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Business).
• Experience with CRM software (e.g., HubSpot, Salesforce) or other helpdesk systems.
• Familiarity with marketing, sales, or customer service software.
• Basic understanding of web technologies (HTML, CSS) is a plus.
• Experience working in a remote or virtual team environment.

Perks & Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including holidays and sick leave.
• Flexible remote work schedule.
• Professional development and training opportunities.
• Employee assistance program.
• Virtual team-building events and activities.
• Reimbursement for home office equipment and internet costs.
• Company stock options for eligible employees.

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