Tier 2 Customer Support Specialist

Job Type: Location Type: Not Specified

 

Vyond is looking for a Tier 2 Customer Support Specialist to drive resolutions to complex issues and be the bridge between our Product, Engineering teams and customers. Vyond is an online video creation software platform that allows businesses to easily create professional animated videos for industries like marketing, training, and eLearning. Vyond is changing the way the world communicates, one video at a time.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide platform assistance to Vyond users via telephone, email, and live chat
• Accurately log service requests to drive continual process improvement
• Own complex technical investigations from initial report through resolution and customer follow-up
• Collaborate with IT/ Engineering on a twice weekly basis to identify and resolve issues
• Work with Tier 1 support teams to escalate issues to engineering
• Uses our systems to diagnose root cause, not just log and route issues
• Partners continuously with Sales, Product and Engineering, including across time zones
• Feeds clear, actionable insights back into Product and Engineering to reduce repeat issues
• Participate in providing support to online community forums
• Follow procedures for maintaining information security compliance
• Conduct/moderate educational webinars for our users
• Maintain consistently high Customer Satisfaction ratings across all support channels
• Create animated content for internal and external training and informational purposes
• Other duties as assigned

REQUIREMENTS, QUALIFICATIONS, SKILLS & ABILITIES:

• 3+ years in a customer-facing technical role
• Experience troubleshooting browser-based computer applications
• Must have knowledge of video rendering and export formats
• Knowledge of Windows and Mac systems
• Effective problem solving and analytical skills
• Exceptional interpersonal skills
• Extremely strong written and verbal communication skills
• Ability to remain poised and calm when faced with difficult situations
• Drive to proactively solve issues with empathy, courtesy and inquiry
• Reliable, responsible and consistent self-motivator
• Patient, helpful and a creative problem solver
• Ability to work effectively both independently and as part of a team
• Aptitude for learning new software applications quickly
• Preference given to bilingual candidates, with emphasis on Cantonese, Portuguese, Japanese, French, German or Spanish.
• Available to work early shift 2 days per week from 6am to 3pm
• Knowledge of ticketing systems and tools like Zendesk and Jira is a plus.
• Experience collaborating with software engineers & product teams.