About Company: Founded in Los Angeles, the company operates globally with offices in New York, London, Sydney, Vancouver, India, Ukraine, and Poland. As a leading SaaS-based provider in the entertainment industry, it boasts a diverse team of over 400 professionals worldwide.
Qualification & Attributes :
- Good English communication skills and the ability to work with people from diverse countries, backgrounds and cultures.
- Customer support experience with cloud technology applications.
- Tech Savviness and the ability to troubleshoot issues.
- Experience using help desk software, bug management and remote support tools.
- Experience handling high volume of emails and messaging (chat) tickets
Duties & Responsibilities :
- Respond to customer queries promptly and respectfully, via phone, email or chat.
- Provide thoughtful, personalized communication to product users who have minimal to advanced technical knowledge.
- Identify customer needs and help customers use specific features across a suite of cloud applications, software and workflows.
- Investigate technical issues and see them through to a resolution/solution.
- Troubleshoot, analyze and escalate product bugs using JIRA.
- Update our internal databases with information about technical issues and useful discussions with customers.
- Share feature requests and effective workarounds with team members.
- Gather customer feedback and share with our Product, Sales and Marketing teams.
- Make active contributions to help achieve team KPIs and OKRs.
- Inform customers about new features and functionalities.
- Follow up with customers to ensure their technical issues are resolved.
- Become an encyclopedia of knowledge on all companies products and solutions.
- Provide occasional after-hours and weekend support and in-person support