Tier 2 Support Representative

About the Company

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.

Responsibilities

• Respond to Tier 2 support tickets promptly and efficiently, meeting SLA targets
• Troubleshoot and resolve escalated customer inquiries with accuracy and empathy
• Deliver exceptional customer experiences to drive high CSAT and NPS
• Act as a bridge between Support, Product, and Engineering teams
• Contribute to the internal knowledge base by documenting new solutions and workflows
• Provide guidance and enablement to Tier 1 representatives

Requirements

• 3-5 years of experience in customer support, technical support, or help desk roles
• SaaS experience strongly preferred
• Proven troubleshooting and problem-solving skills
• Excellent communication skills with ability to translate technical information
• Experience using support ticketing systems like HubSpot
• Ability to collaborate cross-functionally

Benefits

• Comprehensive medical, dental & vision plans
• Fully paid parental leave (12 weeks)
• Pre-tax commuter benefits
• Access to professional development tools like LinkedIn Learning
• Unlimited time off