Customer Support Specialist 🔥
ESSENTIAL DUTIES & RESPONSIBILITIES:
- 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
REQUIREMENTS, QUALIFICATIONS, SKILLS & ABILITIES:
- 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