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