Junior Support Representative (Boston, MA)

Description

• Resolve issues efficiently, escalating only when appropriate to ensure timely resolution for customers.
• Collaborate across teams to ensure seamless customer experiences and share insights from front-line interactions.
• Contribute to HqO’s internal knowledge base by documenting FAQs, solutions, and troubleshooting steps.
• Maintain a positive and helpful tone in all customer interactions, driving high CSAT (Customer Satisfaction) scores.
• Respond to Tier 1 support tickets within defined SLAs, providing accurate and professional responses.
• Operate within HqO’s core systems and rhythms, including ticket management tools (HubSpot) and performance tracking metrics.

Requirements

• 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.
• Eagerness to learn and grow technical knowledge about HqO’s products and real estate technology.
• Demonstrated problem-solving abilities and attention to detail in issue resolution.
• Ability to manage multiple tickets and priorities with strong time management and organization.
• Experience using ticketing systems such as HubSpot.

Benefits

• Fully paid parental leave (12 weeks), in addition to state and federal leave standards
• Unlimited time off to recharge
• Comprehensive medical, dental & vision plans for you and your dependents
• Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses)
• Pre-tax commuter benefits for qualified travel expenses

Training + Development

Interview process

Visa Sponsorship

Security clearance