Customer Support Specialist

, CA, United States

**Customer Support Specialist**

at HiveWatch El Segundo, CA **HiveWatch is empowering organizations to protect their people through intelligent orchestration of their physical security programs.**

HiveWatch is a tech-forward, inclusive organization leading the evolution of the physical security industry with innovation and collaborative problem solving. We are passionate about the problems were solving for our customers and equally passionate about the company were building.

We are looking for a Customer Support Specialist to join our fast-growing company! The Customer Support Specialist will report directly to the Director of Lab Operations under the Customer Success team. This is a perfect opportunity for someone who wants to learn about physical security operations and wants to deliver excellent customer support to our Tier 1 clients.

****WHAT YOU'LL DO:****

Support physical security operations by:

* Answering routine and emergency calls, monitoring alerts and video equipment including fire alerts, door alerts, and duress alerts

* Communicating and disseminating information, using established communication vehicles, to key partners using best practices

* Utilizing experience and judgement to contribute to the on-going evaluation and improvement of operations and systems

Support Customer Success team by:

* Answering client queries, diagnosing, troubleshooting and resolving client issues in a timely manner via the appropriate channels (email, phone, chat)

* Overseeing and contributing to our knowledge-base (written articles, videos, etc.)

* Developing and maintaining vast knowledge of our products and services - be the expert

* Collecting and communicating customer feedback to the relevant teams to improve the overall client experience

* Acting as liaison between clients and management to enhance overall client experience

****QUALIFICATIONS:****

* Have very strong communication & organization skills

* Experience with Zendesk, Google Suite products, and overall technically savvy

* Prior experience with CRM platforms is a plus

* Experience with Physical Security platforms/tools is a plus

* Self-motivated, passionate, competitive, and super organized with a strong desire to succeed and grow as we grow

* Collaborative and a team player

* High level of attention to detail

* Must be willing to work one of the following shifts:

+ 5:00am - 1:30pm PST

+ 1:00pm - 9:30pm PST

+ 9:00pm - 5:30am PST

****BENEFITS:****

* Join an early-stage company with a lot of momentum, led by a top tier leadership team and backed by top tier investors

* Leverage cutting edge solutions in an emerging field with lots of growth potential

* Competitive Compensation Packages

* Hybrid Office Model

* Health, Dental, Vision, and Life Insurance

* 401K

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in HiveWatchs Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Gender Gender

Please identify your race Please identify your race Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Veteran Status Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

* Autism

* Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS

* Blind or low vision

* Cancer

* Cardiovascular or heart disease

* Celiac disease

* Cerebral palsy

* Deaf or hard of hearing

* Depression or anxiety

* Diabetes

* Epilepsy

* Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome

* Intellectual disability

* Missing limbs or partially missing limbs

* Nervous system condition for example, migraine headaches, Parkinsons disease, or Multiple sclerosis (MS)

* Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Disability Status Disability Status Disability Status

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at .

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

#J-18808-Ljbffr