Support Agent
About the job
Based in APAC (India- Remote)
Position Summary
Support Agents handle inquiries from external and internal stakeholders through a support portal, providing essential and high-quality assistance to all HackerOne Users.
Mission of the Support Team at HackerOne
Provide world-class support through listening to & educating users. We strengthen the HackerOne community by providing honest answers to honest questions, assuming positive intent behind each interaction, and a willingness to find/create solutions.
Your Journey at HackerOne
- Our Onboarding is two weeks. Week one focuses on building familiarity with HackerOne as a company, learning our tools, and meeting the team. Week two focuses on team processes & projects.
- 30, 60, 90 days expectations
- 30 days becoming familiar with the team, tools, and onboarding
- 60 days gain proficiency in handling and understanding tickets
- 90 days meeting ticket metrics and participating in projects understanding of products and platform
- Due to the nature of the Support Role within HackerOne it has career paths that can lead to leadership roles or roles within other teams and departments
Responsibilities
- Ticket Queue:
- Make sure that ticket Target Response Times are not missed
- Update and resolve tickets
- Prioritize ticket resolution when there is an increase in volume or urgency
- Contact internal members as well as internal/external programs to acquire/gather information on tickets
- Investigate complex customer issues
- Use internal tools (Slack, Zendesk, Confluence, Gmail, Docs, Gitlab, Freshdesk) to communicate information, conduct research or liaise effectively with colleagues
- Seek and get up-to-date information from internal as well as external resources on customer integrations and other technical subjects
- Escalate appropriately, or make aware of urgent or important matters to the engineering and other stakeholders
- Collaborate efficiently with the teams on complex issues, in order to provide timely updates and effective solutions to customers
- Routes concerns to relevant teams if not applicable to Support & Mediation team
- Provide Team and Department Support:
- Higher tiered agents handle escalations from lower-tiered agents
- this includes complex payment issues, reports of disagreements, swag, etc
- Answers platform and ticket questions from lower level-agents via slack or zoom calls
- Hold training for lower-level agents when they have questions about how to do something or how it works
- Updating other teams on changes in support that may affect them
- Keeps an eye out for escalations in the @support slack channel
- Maintaining Support and Mediation Team Knowledge Base:
- Create new articles, based on the product and services updates
- Finding and closing knowledge gaps through article creation
- Review and update old articles based on recent changes
- Participate in team meetings and projects:
- Take part in weekly team, manager and company-wide meetings
- Get informed about new guidelines and team/company roadmaps
- Provide team updates on matters
- Provide feedback and thoughtful input on important team or company decisions
- Get involved in team or personal projects and deliver with excellence
- Follow a monthly rotation schedule of agent’s responsibilities
Who You Are
- You are familiar with the following tooling: Asana, Freshdesk or Zendesk, Gitlab, Confluence
- You are great at written and verbal communication, able to handle difficult situations, empathy, collaboration mindset, problem-solving, adaptability
- Time Management, Self Starter, Critical Thinking
- HackerOne is a digital first company, and all employees must be able to work and excel in a remote environment
Employment at HackerOne is contingent on a background check.
HackerOne is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.
This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.
HackerOne Values
HackerOne commits to maintaining a strong, inclusive culture built for our employees and our community of hackers. We are driven by our five core values. We recognize that our mission is bigger than us, and therefore act with integrity at all times. As a team, we believe that transparency builds trust so we default to disclosure in our communications. Each individual executes with excellence , creating an environment of greater alignment and greater autonomy. We win as a team and respect all people to empower everyone to learn from each other, innovate, and grow.
What We Do
HackerOne closes the security gap between what organizations own and what they can protect. HackerOne’s Attack Resistance Management blends the security expertise of ethical hackers with asset discovery, continuous assessment, and process enhancement to find and close gaps in the ever-evolving digital attack surface. This approach enables organizations to transform their business while staying ahead of threats. Customers include Citrix, Coinbase, Costa Coffee, General Motors, GitHub, Goldman Sachs, Google, Hyatt, Microsoft, PayPal, Singapore’s Ministry of Defense, Slack, the U.S. Department of Defense, and Yahoo. In 2021, HackerOne was named as a ‘ brand that matters ’ by Fast Company.
HackerOne is Digital First
Our work is optimized for asynchronous collaboration, knowledge management, and decision-making. HackerOne is creating an industry, and to do that, we must employ the most creative, forward-thinking distributed talent in the market. Our remote model allows employees to contribute to our mission while providing time and location flexibility which are core elements to a healthy relationship between professional and personal pursuits.