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
Skills
- 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
- SaaS experience
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
Company Overview
- HqO creates workplace experience technology that transforms how people connect with each other and the places they work. It was founded in 2018, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is https://www.hqo.com.