Restream is looking for a Customer Support Representative (APAC) to be the first line of contact with our users. We empower creators to share their stories through high-quality video tools, and you'll help them succeed by providing fast, friendly, and accurate assistance.

What You'll Do

Engage directly with Restream users via live chat, email, and social media to provide fast, friendly, and accurate assistance.
Be an expert on Restream’s platform, staying updated with product changes and live streaming trends to provide informed support and guidance.
Solve user challenges related to livestreaming on platforms like YouTube and Twitch.
Troubleshoot and escalate technical issues, collaborating with Engineers for timely resolution.
Advocate for customers and collaborate across teams by sharing user feedback with Product, Engineering, and Marketing.
Contribute to support quality by participating in ongoing learning and team-wide initiatives to improve workflows, support content, and the customer experience.
Foster customer loyalty by proactively sharing tips, best practices, and hidden gems of our product in every interaction.

What We're Looking For

2+ years in a customer-facing support role for a SaaS product.
Proven experience in troubleshooting complex issues for a web-based SaaS product.
Demonstrable experience collaborating with Engineering or other resolver groups, including writing clear, detailed bug reports.
Excellent written communication skills and proven ability to handle frustrated or technically challenged customers with patience, empathy, and professionalism.
Proven ability to manage a high volume of concurrent chats or tickets, consistently delivering timely, accurate, and high-quality resolutions.
A strong sense of ownership. You see customer issues through to their final resolution and are proactive in preventing them from happening again.
A proactive, self-starting mindset. You look for ways to improve processes, workflows, and the customer experience.