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Customer Support Specialist

Vyond

Customer Support Specialist

San Mateo, CA
Full Time
Paid
  • Responsibilities

    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.

    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