Tier I Technical Support Analyst

We’re looking for a problem-solving technical support analyst to join our team.
the opportunity

The Opportunity

We're looking for a technical support analyst to assist our customer success and implementation teams in creating an amazing customer experience.

We boast a lower than industry average churn rate, but we are always on the hunt for ways to get that even lower. This role will play a huge part in that by responding to customer problems, and helping them solve any issues that arise.

who we are

Who We Are

Hatch is a Y-Combinator (AirBnB, Zapier, Stripe, DoorDash) alum SaaS start-up that is solving the communication problem that exists between home improvement businesses and homeowners.

We offer competitive compensation and benefits, including paid time off and medical, dental, and vision. In addition, we offer the unique opportunity to fine-tune your startup skillset within a hyper-growth SaaS company.

We are a team of 30+ passionate, driven, customer-obsessed people who strive to provide the best solution for our customers.

We are guided by our 10 Hatchitudes and take pride in providing not only the best product but the best experience for our customers. We thrive in chaos, won't settle for anything less than the best, and enjoy taking a super cheesy team picture every now and then.

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What You'll Own In This Role

Responsibilities
Responsibilities
Monitor and respond quickly and effectively to requests received through our ticketing platform

Respond to user queries by tickets, phone and email

Create training material for users

Provide technical assistance and support for incoming concerns and issues related to systems and software

Document internal procedures

Ask educated questions and listen to users to determine root cause of issues

Run diagnostic processes to resolve problems

Report significant and recurring issues

Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting

 

Position Details

Skills

  • Strong computer skills
  • Troubleshoot and diagnose problems
  • Problem-solving
  • Attention to detail
  • Explain technical information clearly
  • Identify process improvements
  • Follow up and issue documentation
  • Multitasking
  • Bachelor’s degree in Computer Science, Information Systems, or equivalent education or work experience
  • Prior relevant experience
  • Experience/familiarity with HTML and Javascript

Job Title: Tier I Technical Support Analyst
Employment Type: Full Time Only (no contract or part-time)
Location: Our main office is located in Richmond, Va., but remote is okay!