Customer Support Representative

Job Description

Overview 

Hyper-Reach, a leading provider of emergency and mass notification technology, is seeking a Customer Support Representative to join our team. The ideal candidate will have strong written and spoken communication skills in English and be able to provide high-quality support to clients using our platform. 

You will be responsible for assisting customers with technical and operational inquiries, managing support tickets through Jira Service Desk, and providing backup support for training and customer retention activities. This role requires a combination of technical aptitude, problem-solving skills, and a customer-first mindset. 

Key Responsibilities 

• Learn and maintain a deep understanding of the Hyper-Reach notification system, including its features, functions, and configurations. 

• Respond promptly and professionally to client questions via email, phone, or ticketing system. 

• Handle difficult or escalated customer situations with empathy, professionalism, and sound judgment. 

• Manage, track, and resolve client issues in Jira Service Desk, ensuring accurate documentation of all interactions. 

• Collaborate with internal teams (Engineering, Product, and Customer Support team) to ensure timely resolution of client issues. 

• Learn and follow all company policies, procedures, and security protocols related to customer support and data handling. 

• Serve as a backup resource for training activities: assisting in onboarding new clients and delivering system usage guidance when required. 

• Serve as a backup resource for customer retention activities: proactively reaching out to clients to discover and assist with any open issues.  

• Identify recurring issues and provide feedback to improve documentation, training materials, or product functionality. 

Qualifications 

• Fluent written and spoken English communication skills are required.  

• Prior experience using Jira Service Desk (or similar ticketing system) preferred. 

• 1–3 years of experience in technical support, customer service, or software helpdesk roles. 

• Strong analytical and troubleshooting skills with a proactive, customer-oriented approach. 

• Ability to manage multiple tasks and maintain professionalism under pressure. 

• High attention to detail and ability to follow procedures accurately. 

• Knowledge of SaaS, emergency management, or communication systems is a plus. 

Work Environment 

• This position is 100% remote. 

• Collaboration with global teams and customers in various time zones. Primary working hours are in the Eastern United States time zone.