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Customer Support Specialist

Do you love helping people? Can customers hear you smile over the phone and sense your passion for great service in an email? If so, then you should join our San Mateo based team as a Customer Support Specialist. Vyond is an online animation 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. This is an individual contributor role, with the potential promotion track to a supervisory role.
  • Provide platform and account assistance to Vyond users via telephone, email, and live chat
  • Respond to voice and email messages left by customers
  • Accurately log service requests to drive continual process improvement
  • Master our Customer Relationship Management software and defined processes
  • Proactively gather information and escalate complex issues to technical support/engineering team
  • Refer qualified leads to sales and business development teams
  • Drive customer feedback to product and engineering teams
  • Collaborate with Vyond team members to identify and resolve issues
  • Participate in 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

  • 2+ years in a customer-facing role
  • Experience troubleshooting browser-based computer applications
  • 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

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