Job Summary

Responsibilities

You’ll answer questions via email and place a few phone calls for the vast majority of your day. That’s the job, mostly. We maintain an industry-leading average response time, with an emphasis on quality rather than quantity of tickets resolved. It’s troubleshooting, bug investigation, teaching, and occasional therapy (“I believe in you!”).
You’ll work alongside our developers to figure out thorny problems, and you’ll help our customers through those tricky periods when things don’t work quite right.
You’ll build our customer base by using your presentation skills to host webinars for and answer questions from prospective Harvest customers.
Once you’ve mastered the software and can answer tickets like a pro (or should we say—like an expert. Gosh, it never gets old!), you’ll have the opportunity to pursue support-related projects on the Expert Team. There are plenty of projects to keep your juices flowing—whether you’re interested in writing documentation, making handy GIFs, or trying something totally new, there’s room to explore!
You’ll be a great human person, and treat our customers with sincerity, kindness, and respect. You’ll create new ways to impress, delight, and surprise them!
You’ll share your unique perspective when asked for it in various team or company conversations and discussions. As a Harvest Expert, your knowledge and insights are immensely valuable!

Requirements

You’re an exceptional communicator and you treat people kindly. You can gracefully break down, solve, and explain, even the most complex problems. Listening, talking, and working with people makes you happy.
Your writing skills are flawless. We mean it. You must have a savvy style and a firm grip on grammar.
You’re a hard worker with a history of getting things done carefully and efficiently. You’re thorough—no detail go unnoticed.
You’re self-motivated, but also enjoy contributing to a team.
You can de-escalate a tense situation with ease and grace—working through a tough issue or bug with an upset customer not only doesn’t scare you, it’s a challenge you’re eager to take on.
You don’t mind doing the same thing most days. You’re also comfortable jumping onto a side project when the occasion arises and aren’t scared to tackle the new and unknown.
You’re patient and enjoy solving tough problems, and you find helping people fix those problems rewarding.
Your work and productivity are predictable. You are punctual with your shifts, your assignments, your deliverables, and the timeliness in which you help customers