Junior Support Representative (Boston, MA)
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