What are the responsibilities and job description for the Customer Support Agent position at Hive 9?
If you’re someone who enjoys helping people, solving problems, and being the go-to resource customers rely on, this Customer Support Agent position in New York could be a great step in your career. We’re looking for someone who communicates clearly, stays calm under pressure, and understands how important great service is to building trust with customers.
As a Customer Support Agent, you’ll assist customers across multiple locations and help guide them through questions, service needs, and troubleshooting. You’ll work closely with internal teams in operations, technical support, and customer experience to make sure every customer gets accurate answers and prompt solutions.
This role is ideal for someone who thrives in a fast-paced environment, enjoys talking with people, and is comfortable balancing multiple priorities throughout the day.
What Your Day Will Look Like
As a Customer Support Agent, you’ll be the first point of contact for many customers. Your responsibilities will include:
- Responding to customer inquiries by phone, email, or chat in a friendly, professional manner
- Helping troubleshoot account questions, service concerns, or product issues
- Updating records, case notes, and customer histories with accurate information
- Coordinating with internal departments so customers get fast, complete solutions
- Monitoring ticket queues and ensuring follow-up happens on time
- Identifying recurring issues and reporting them to the support or operations team
- Assisting customers across various regions, including New York, Boston, and surrounding areas
- Preparing summary notes or small case examples to highlight successful resolutions
- Supporting new service rollouts or updates by helping customers understand changes
Your goal is to make every interaction feel smooth, helpful, and supportive — no matter the question or concern.
What You Bring
You’ll succeed in this Customer Support Agent role if you have:
- 2–4 years of experience in customer support, call centers, customer success, or a related field
- Strong communication skills with the ability to explain information clearly
- Comfort handling multiple conversations or cases at once
- Experience using CRM or ticketing platforms (Salesforce, HubSpot, Zendesk, etc.)
- The ability to read customer data or support metrics and spot patterns
- A steady, professional demeanor when solving problems
- A proactive mindset — you don’t wait for issues to escalate before stepping in
Experience supporting customers across multiple locations is helpful but not required.
What You’ll Receive
We’re committed to providing a supportive and growth-oriented work environment. As a Customer Support Agent, you can expect:
- A competitive base salary
- Full health, dental, and vision coverage
- Paid time off and paid holidays
- Opportunities for training, certification, and skill development
- A collaborative team that values communication and follow-through
- The chance to support customers in multiple regions and build meaningful experience in customer operations
Ready to Apply?
If you’re looking for a full-time role where you can make a difference, contribute to a fast-moving team, and grow your customer service skills, we’d love to hear from you. Apply directly through really by selecting “Apply Now.”
Equal Opportunity Employer
We’re proud to be an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, gender, national origin, disability, age, veteran status, or any protected characteristic.
Job Type: Full-time
Pay: $23.00 - $27.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
Work Location: In person
Salary : $23 - $27