Customer Support Representative

Overview

Hyper-Reach, a leading provider of emergency and mass notification technology, is seeking aCustomer 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 willbe responsible forassistingcustomers 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.

• Learn andmaintaina 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.
• Handledifficult or escalated customer situations with empathy, professionalism, and sound judgment.
• Manage, track, and resolve client issues inJira Service Desk, ensuringaccuratedocumentation of all interactions.
• Collaborate with internal teams (Engineering, Product, and Customer Support team) to ensuretimelyresolution of client issues.
• Learn and follow all company policies, procedures, and security protocolsrelated to customer support and data handling.
• Serve as a backup resource for trainingactivities:assisting in onboarding new clients and delivering system usage guidance when required.
• Serve as a backup resource for customer retention activities:proactivelyreaching out to clients to discover andassistwith any open issues.
• Identifyrecurring issues and provide feedback to improve documentation, training materials, or product functionality.

• Fluentwritten 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 helpdeskroles.
• Strong analytical and troubleshooting skills with a proactive, customer-oriented approach.
• Ability to manage multiple tasks andmaintainprofessionalism under pressure.
• High attention to detail and ability to follow procedures accurately.
• Knowledge of SaaS, emergency management, or communication systems is a plus.

• 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.