Tier 2 Support Representative (Boston, MA)

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    "department": {
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    "companyName": "HqO, Inc.",
    "description": {
      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:13.5pt;white-space:pre-wrap;\">About the role</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">We are seeking a Tier 2 Support Representative to join our growing Customer Support team. In this role, you’ll serve as a key escalation point for complex customer inquiries and technical issues, ensuring timely, empathetic, and high-quality support that drives satisfaction, retention, and operational excellence. You will play a critical role in supporting our customers, ensuring they receive the exceptional support and care that we pride ourselves on at HqO.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">This position will enjoy a collaborative hybrid work model, with a minimum of </span><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">four days per week (Monday -Thursday) in our Boston office.</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:13.5pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:13.5pt;white-space:pre-wrap;\">What you'll do</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Respond to Tier 2 support tickets promptly and efficiently, meeting SLA targets without compromising on quality.</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Troubleshoot and resolve escalated customer inquiries with accuracy, empathy, and professionalism.</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Deliver exceptional customer experiences that result in high CSAT and contribute to overall retention and NPS.</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Act as a bridge between Support, Product, and Engineering teams, relaying insights that improve the product and customer experience.</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Contribute to the internal knowledge base by documenting new solutions, workflows, and product FAQs.</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Provide guidance and enablement to Tier 1 representatives to enhance team knowledge and performance.</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Participate in regular team huddles, coaching sessions, and company-wide rhythms, embodying HqO’s culture and commitment to excellence.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:13.5pt;white-space:pre-wrap;\">What you bring</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(66,66,66);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(66,66,66);font-size:11pt;white-space:pre-wrap;\">Fluency in English (Written and Verbal)</span></li><li style=\"color:rgb(66,66,66);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(66,66,66);font-size:11pt;white-space:pre-wrap;\">3-5 years of experience in a customer support, technical support, or help desk role (SaaS experience strongly preferred).</span></li><li style=\"color:rgb(66,66,66);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(66,66,66);font-size:11pt;white-space:pre-wrap;\">Proven troubleshooting and problem-solving skills, with strong attention to detail.</span></li><li style=\"color:rgb(66,66,66);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(66,66,66);font-size:11pt;white-space:pre-wrap;\">Excellent communication skills, with the ability to translate technical information into clear, customer-friendly language.</span></li><li style=\"color:rgb(66,66,66);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(66,66,66);font-size:11pt;white-space:pre-wrap;\">Experience using support ticketing systems (HubSpot is a pre.</span></li><li style=\"color:rgb(66,66,66);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(66,66,66);font-size:11pt;white-space:pre-wrap;\">Ability to collaborate cross-functionally with Product, Engineering, and Account Management teams.</span></li><li style=\"color:rgb(66,66,66);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(66,66,66);font-size:11pt;white-space:pre-wrap;\">A proactive, accountable, and empathetic mindset: driven to provide best-in-class customer experiences.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:13pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:13pt;white-space:pre-wrap;\">Pay &amp; Benefits</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">The compensation range below includes base salary and bonus or on-target incentive compensation, if applicable. The range reflects HqO’s reasonable, good-faith estimate of what the company expects to pay for this role at the time of posting.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Range: </strong></b><span style=\"color:rgb(29,28,29);font-size:11.25pt;white-space:pre-wrap;\">$71,000 - $79,000</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Actual compensation will vary based on factors such as skills, experience, and qualifications. In addition to cash compensation, HqO employees are eligible for equity and comprehensive benefits.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);background-color:rgb(255,255,255);font-size:12pt;white-space:pre-wrap;\">Perks &amp; Benefits at HqO</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><span style=\"color:rgb(0,0,0);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;\">At HqO, we believe great work starts with great people, and supporting them inside and outside the office. Our benefits are designed to help you stay healthy, grow your career, and enjoy life along the way. We offer:</span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;\">Comprehensive medical, dental &amp; vision plans for you and your dependents</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;\">Fully paid parental leave (12 weeks), in addition to state and federal leave standards</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;\">Pre-tax commuter benefits for qualified travel expenses</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;\">Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses)</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;\">In-Office First Culture: Employees are in-office Monday - Thursday</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;\">Unlimited time off to recharge</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:14pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:14pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:14pt;white-space:pre-wrap;\">How to apply</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(66,66,66);font-size:12pt;white-space:pre-wrap;\">For consideration, please submit your resume.&nbsp; We appreciate your interest in HqO and will be back in touch if it seems like your background and experience is a good fit!</span></p>",
      "company": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:13.5pt;white-space:pre-wrap;\">About HqO</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">HqO is connecting real estate to the people with an asset agnostic, cross-property suite of powerful applications and services that foster best-in-class, dynamic end-user experiences. HqO’s REX (Real Estate Experience) Platform assesses the health and performance of a person’s experience within a physical space while providing the necessary tools for operators to manage and optimize it, all from one central location.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">HqO has been trusted to power 400 million+ square feet across 1800+ properties in 32 countries, and we’re backed by some of the world’s most prominent VC and real estate companies as we continue to grow rapidly across the world.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">We’re driven by our core values of LET’S GO (Learning, Excellence, Truth, Service, Goodness, Ownership) which define our culture and push us to do our best work every day. If you want to join a fast-growing, highly collaborative, and supportive team that is at the forefront of real estate transformation, we’re the company for you.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p>"
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