Technical Support Specialist

About Our Client

With millions using its tools globally, this leading SaaS provider is dedicated to helping education and business organizations learn and communicate more effectively. The software and services offered allow individuals and companies to create compelling and authentic solutions for learning and collaboration. This is a privately held, profitable, and rapidly growing software company with a virtual team headquartered in Seattle, WA.

About The Role

An experienced customer service and support specialist is currently sought to join the team. This position is vital in advancing the mission to enable everyone, everywhere to easily capture, share, and experience video content. This position can be remote.

The company takes pride in providing superior experiences and engaging customers throughout the world. The goal is to deliver video creation tools and services that are easy and enjoyable to use, and the customer support team plays a critical role in achieving this mission.

About You

You are comfortable working with SaaS software and related tools to support customers and users. You enjoy interacting with people and being part of an organization dedicated to providing solutions that empower customers to utilize the software portfolio effectively. You have a willingness to engage in organizational initiatives that extend beyond your primary job functions. Your communication skills—both verbal and written—are superb when interacting with customers.

What You Will Do

- Learn and become a subject matter expert on the products offered.

- Provide software application technical support to users on Windows, Mac, Chromebook, and iOS.

- Provide software as a service (SaaS) technical support for media management and hosting services.

- Resolve customer support issues while working directly in CRM/Desk tools.

- Utilize customer service and critical thinking skills to build rapport with customers.

- Collaborate with other members of the support team to resolve customer issues and enhance institutional knowledge of technical solutions.

- Work with development and product teams to assist in troubleshooting issues and collaboratively find solutions.

- Maintain SLAs and customer satisfaction scores related to customer support tickets.

- Educate customers on the products, including online tools and self-help tutorials.

- Create detailed and straightforward internal and customer-facing knowledge base articles and help tips.

- Serve as a resource for reviewing support materials prior to publication for internal or external use.

- Evangelize the brand through a deep understanding of the mission and products, reflecting positively to customers.

- Test new features to ensure they are ready for customers.

Requirements

Must Have

- Bachelor's Degree in business or a technology-related discipline, or equivalent experience.

- Minimum of three years of experience in customer service and support roles.

- A strong desire to learn and become an expert on the applications offered.

- Excellent communication and interpersonal skills, with the ability to articulate thoughts and ideas clearly, concisely, and persuasively to work effectively with people from diverse professional and cultural backgrounds.

- Ability to handle application-level troubleshooting for more complex SaaS applications.

- Experience with device-level troubleshooting (mobile, desktop, etc.).

- Strong data visualization skills with the ability to work independently.

- Effective communication of support issues to internal and external stakeholders.

- Documented experience working with development and product teams.

- Strong critical thinking skills, combined with the ability to empathize with customers while solving their issues.

- Flexibility to assist where needed to contribute to company success.

Good to Have

- Experience working with a CRM tool such as Zoho.

- A minimum of 5 years of experience in SaaS and/or desktop/mobile software support.

- Familiarity with video content creation tools, including the products offered by the company.

- A strong foundation in digital audio troubleshooting.

- Experience troubleshooting customer issues with integrations, especially LMS LTI.

- Ability to collaborate well and be a flexible team player.

- A fun personality with a sense of humor!

Benefits

- The pay for this remote position ranges from $20-$40/hour, determined by work location and other factors, including job-related skills, experience, and relevant education or training.

- 10 days of personal paid time off, plus 10 U.S. holidays.

- Excellent health and dental insurance.

- A flexible 100% remote work environment.

- A dynamic, motivated, and enjoyable work team.