About the Role
The individual in this position will assist customers with technical inquiries, diagnose and resolve software-related problems, and contribute to improving support resources through feedback and documentation.
Responsibilities
- Respond promptly to customer inquiries via email and phone
- Diagnose and resolve technical issues related to software functionality
- Guide users through setup and configuration processes
- Document support cases with accurate and detailed information
- Escalate complex technical problems to engineering teams when necessary
- Maintain up-to-date knowledge of product features and updates
- Assist in identifying patterns in customer issues to improve product quality
- Provide clear and concise instructions to non-technical users
- Follow support protocols and service level agreements
- Collaborate with internal teams to resolve cross-functional issues
- Contribute to the development of knowledge base articles and FAQs
- Monitor support tickets for timely resolution
- Verify bug reports and reproduce issues for engineering validation
- Support onboarding for new customers when needed
- Track and report on customer feedback trends
- Ensure consistent communication during ongoing support cases
- Maintain confidentiality of customer data and system access
- Assist with testing minor product updates in support scenarios
- Follow documentation standards for case notes and resolutions
- Adapt to evolving product changes and feature rollouts
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid work model with office and remote options
Team
Part of the customer support team reporting to the support manager
Why Join Us
- Opportunity to work with innovative video technology used by organizations worldwide
- Supportive team environment that values collaboration and professional growth
- Exposure to diverse customer challenges across education and enterprise sectors
What We Offer
- Comprehensive health and wellness benefits
- Retirement savings plan with company contribution
- Paid time off and company holidays
- Professional development opportunities
Not available for this position
