WHAT YOU'LL DO

Learn the product

• Complete a structured ramp across Items, Reservations, Checkouts, Kits, Custody, the mobile app, barcode scanning, and sync
• Build real depth in the technical areas that drive support volume: SSO/SAML across identity providers (Entra, Okta, Google, Shibboleth), LDAP/Active Directory sync, attribute mapping, certificate renewals, and data imports
• Learn our diagnostic toolkit hands-on — LogRocket session replay, HAR captures, and structured reproduction steps — and study past defects to recognize patterns before they reach you live

Support execution

• Handle inbound chat and email conversations in HubSpot — every interaction timely, accurate, and empathetic
• Respond to chat within 1 minute and email within 1 hour during your shift, with follow-up within 24 hours
• Triage and escalate anything beyond your scope with full context — never sit on a ticket you can't resolve
• Document every interaction in HubSpot and keep macros and snippets current

Troubleshooting and defect reporting

• Diagnose issues by understanding the customer's workflow and configuration before escalating
• Use LogRocket to investigate reported issues before filing a defect
• Log defects in Jira with clear repro steps, customer impact, and supporting recordings

Provisioning and onboarding support

• Execute provisioning tasks accurately and completely, following the Provisioning SOP
• Support active onboardings with data imports, account provisioning, and hands-on troubleshooting alongside the lead CXM

Knowledge base contribution

• Draft and update KB articles for recurring questions, and flag gaps in self-service coverage
• Turn what you learn during ramp into documentation — a question you had to ask is usually an article a customer needs

WHAT WE'RE LOOKING FOR

Must have

• A genuine drive to learn a complex product deeply and build a career in customer experience
• Strong written communication and a calm, empathetic approach under pressure
• Comfort working across multiple tools at once (HubSpot, Jira, LogRocket) in a fast-paced queue

Nice to have

• Prior exposure to SaaS support, SSO/SAML, or LDAP/Active Directory concepts
• Experience with data imports, provisioning, or customer onboarding

WHY CHEQROOM

• A defined path from this role straight into the CXM career ladder
• Hands-on ownership from day one, with real customer impact across chat, email, and onboarding
• A team that documents what it learns, so ramp gets a little faster for the next person

Originally posted on Himalayas