Harvest Expert (Full Time, Sunday-Wednesday)

About Harvest 

Harvest is an industry-leading software company building tools that help businesses thrive. We believe companies succeed by using their time intentionally, and our products support our customers by helping them plan, track, and understand their teams’ time.

Harvest was created in 2006 by two small business owners who were looking for a way to manage and grow their web design agency in New York City. What started as a solution for their own company has since evolved into a business intelligence platform embraced by thousands of professional services firms across the world who share the same drive to grow thriving, sustainable businesses.

Harvest is an independent, profitable company. We don’t have investors, shareholders, or a board of directors. Instead, our main drive is to serve the needs of our customers, so we put them at the forefront of every decision we make.

All of this is made possible by the incredible Harvest team. Our small but mighty workforce sits across 9 countries and 11 time zones, resulting in a rich working environment where diverse perspectives, backgrounds, and opinions inform every discussion and decision. We value self-discipline, scrappiness, and a genuine curiosity to learn from one another.  Motivated by excellence and collaboration, our people are the engine that fuels our success.

Role overview

As an Expert, you’ll spend your days helping our customers make the most of their time by getting the most out of our products. We’re the human face of the company and have a deep understanding of our products and our customers. You’ll also be a critical partner to other teams at Harvest, helping them understand and analyze how our customers use our products and where they’re having issues. To deliver the fast, comprehensive, and personal support our customers expect (and deserve), you’ll need to be thoughtful, curious, and a real stickler for details.

You'll find more details on the role below, but here’s the short version:

• You’ll love this job if you are energetically curious and delighted to help others.
• We’ll love you if you’re a focused, quick learner who’s also enthusiastic, kind, driven, adaptable, and brings a customer-centric mindset to work.

Not to brag, ahem, but this is a really awesome full-time job. The work is interesting, the benefits are great, and your coworkers are all crazy-smart, determined, fun, and kind.

What you’ll do

• You’ll learn the ins and outs of Harvest’s products and are associated apps and integrations through our intensive training program. You’ll become a true Harvest expert (see what we did there?).
• You’ll answer customer 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 investigating, teaching, and rooting on (“I believe in you!”). You may even hop on the occasional Zoom call to help a customer with a sticky question.
• You’ll work alongside our Escalated Support team to figure out thorny problems, and you’ll help our customers through those tricky periods when things don’t work quite right.
• You’ll help build our customer base by using your presentation skills to host webinars for and answer questions from prospective Harvest customers. 
• You’ll be a great human person and treat our customers with sincerity, kindness, and respect.
• 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!
• We believe growth is important in a career in customer support—as you grow you’ll have the opportunity to pursue support-related projects on the Expert team, including things like partnering with our Product and Engineering teams on feature development or collaborating with other Experts to implement improvements to our team’s efficiency.

What you’ll bring

• You have at least two years of relevant job experience. You don’t need a background in tech necessarily, but past work in a similar customer support role is preferred.
• You’re service-oriented and a patient problem-solver—you see yourself and the customer as being on the same team, are committed to getting them to a solution, and are motivated by how to improve their experience of both our products and our support.
• Your communication style reflects your kind and supportive nature. Listening, talking, and working with people makes you happy.
• Your reading comprehension is strong and your writing skills are flawless. We mean it. You can easily parse the real problem from a jumble of details and the