Technical Support Assistant
Join the Team!
Hibou has an opening for an efficient, go-getting problem-solver!
The Technical Support Assistant will develop written documentation across all applications within Odoo, an open-source ERP (Enterprise Resource Planning) platform. They will also assist both our clients and project managers with answering general questions and resolving issues, testing new features and workflows, scheduling meetings, and anything else they need help with!
Hibou is a distributed startup environment, so everyone on the team to pitches in when they can and we love to see our employees proactively helping their teammates.
If you are a self-starter with strong technical skills and excellent communication, this position may be for you!
About the Role
As a Technical Support Assistant, you're the first line of defense against confusion and unnecessary delays to delivering code and solutions to our clients!
Create written documentation for all applications within Odoo, across a variety of use cases, learning the platform as you go.
Document both internal and client processes.
Monitor all support channels (currently Slack, email, and phone); assess issues/questions as they come in, respond to the request or escalate it to the appropriate person, as needed.
Scheduling and managing the calendar for impromptu customer support meetings, client trainings, and sales related demos.
Attend project meetings and take notes for the primary project manager so that by the end of the meeting they have what they need to move forward with the project.
Study provided training materials and pass the associated quizzes.
Ensure your timesheets are entered at the end of each day and accurately reflect how you spent your time.
Ensure that you provide timely responses to both clients and teammates throughout the day.
Experience in customer support and issue escalation/resolution.
Experience writing how-to documentation, blogs, or other long form content (preferably for a brand/company).
Strong verbal and written communication skills.
An ability to work independently. Capable of managing your time effectively and performing job responsibilities without 24/7 oversight (this is a remote position!).
Strong computer skills, including the ability to make use of common tools (for example, Google Docs, Sheets, etc.).
High-level of organization and attention to detail.
Bonus Skills (Not Required)
Software support background
Experience with user testing
Experience with project management
A quiet office environment from which you can attend/take calls (which may contain confidential information)
A desk/location to setup a computer and monitor, which will be provided (more on that later)
Reliable, high-speed internet
For the first few months, until you are on-boarded and can work independently, the schedule is 7:30am-4pm PST schedule.
There is some flexibility on schedule after the initial onboarding, but we do need someone that can work Monday-Friday during normal US business hours.
Benefits of Working at Hibou:
The First Few Weeks (Outcomes)
The first task you will be working on is a self paced training program that includes videos and documentation that will provide you with a fundamental knowledge of the Odoo software. We divide this training program up into different apps and you will be expected to complete the lessons for 1-2 applications each week.
You will be responsible for not only reviewing the materials provided for each app, but also for practicing the skills and workflows that you learn in a test database.
Once you're comfortable with the materials for each application, you will be given a quiz that will test your knowledge and understanding of the application you've been studying.
You'll also be helping to refine our existing documentation for the provided apps. So, while you're learning, you'll also be given the opportunity to teach and explain the topics you're learning. We find this to be very helpful for cementing an understanding of the content.
Hiring Process + Other Things You Should Know
We want to ensure that everyone that's hired at Hibou is the right fit, so we have a multi-step hiring process that is outlined below:
Submit your application/resume
An email will be sent to you with a link to an assessment
This assessment is relatively short and shouldn't take more than 15-20 minutes to complete. It includes job-specific questions or sample problems, as well as questions related to problem solving and how you work individually/with a team.
Note that, in order to move forward as a candidate for this role, this survey must be completed within 72 hours of your application being submitted.
Hibou reviews the assessment and determines if we think there's a mutually good fit. If so, we'll reach out to schedule an interview.
If the first interview goes well, we'll call you back for a second interview to meet with some other team members.
Once both interviews are completed, if both you and Hibou would like to proceed, we'll send a small sample project. The sample project is not intended to take more than a few hours and is the final step in the interview process.
If you believe that you would be a valuable addition to our team, submit your resume and a sweet cover letter explaining why you’re the right person for the job!
You must be legally authorized to work in the United States.
Hibou Corp. is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Hibou Corp. prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Hibou Corp. conforms to the spirit as well as to the letter of all applicable laws and regulations.