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Customer Support Specialist for SaaS Software

Location: Charlotte
Posted on: November 22, 2021

Job Description:

Do you love helping media producers and publishers via email, ticket and phone and assist them with their questions, issues and challenges in regards to streaming services, encoder configurations, TV and mobile app setups, Apple and Google Developer Account setups? You have a strong background in media production and live-streaming as employee or volunteer in a church or media production company? Then you are positioned to take it to the next level at - the pioneer in OTT and multi-platform is a multi-platform Online Video Platform (OVP), allowing media producers of all verticals, including sports, news, entertainment, vlogs, education, and not-for-profit, to upload, manage and distribute live-streams & on-demand media to all major app stores and streaming platforms, including Roku, FireTV, AppleTV, SmartTVs, AndroidTV, Mobile Apps, Websites, Social Media, Podcasts and beyond.Having been one of the fastest growing companies in the United States, a Streaming Media "Top 50 Streaming Company" for multiple years in a row, named "Best Content Management System" by the American Business Awards, and winner of numerous Stevies, Tellies, Davies and other Awards, we are recognized as one of the leading and most influential companies in the online video space. And we happen to be located in beautiful Charlotte, NC.Our company holds true to values - with a strong emphasis on giving back to charities and non-profits which truly sets us apart from the competition and is how we engage with our co-workers and the marketplace.Most importantly we believe that the growth, education, and potential of employees is a top priority, making a "Best Place to Work" for 2021 and for many years to come.This position will work closely with Sales, Account Management, Tech Support and Development Teams in Europe and the US and follows a success protocol to make sure that customer inquiries are being communicated and executed in time.Specialists are empowered to resolve almost any of our customer's concerns with a focus on first call/email/ticket resolution. We focus on training from the beginning and we give our team members the tools they need to succeed is a dynamic, growing company with a tremendous amount of opportunity for motivated employees. Join our Customer Support team and learn our business from the ground up. The sky is the limit!Responsibilities (Training will be provided!)

  • Respond & resolve customer inquiries via email, calls and ticket system in a timely and efficient manner by working with various departments across the organization to advocate for the customer and work together to resolve any requests
    • Quickly assess customer issues to provide accurate and timely support
    • Provide customer training and ongoing support through emails, tickets, calls and webinars
    • Performing Live Streaming tests with customers
    • Provide Encoder Configuration Calls with (new) customers
    • Onboarding of new accounts and ensure successful implementation
    • Identify growth opportunities within existing accounts and help customers leverage the product for business success
    • Go the extra mile to engage customers on our platform
    • Educate customers about products, new features and releases both over the phone and email/ticket
    • Identify renewal risk and collaborate with internal teams to clear/alleviate blockers
    • Be able to work independently, while knowing how/when to handle or escalate critical customer issues.
    • Update Company CRM and work with our Customer Success teams to ensure data quality and the usage of the platform as a toolset
    • Occasional on-call after-hours work may be required as needed by the customer
    • Weekend shifts required (rotation)Qualifications:
      • A minimum of one or more years of experience in the media department of a Church, or a media production company, or preferably experience in a Customer Support/Tech Support Role in a SaaS company
      • Previous startup or tech company experience a plus
      • Experience with live-streaming encoders a plus
      • Outstanding problem solving skills, taking a consultative approach to find the best solution
      • Strong customer-centric mindset with a passion to help customers
      • Strong relationship management (tailoring for the different stakeholders)
        • Solid organizational skills (project management, milestone completion)
        • Candidate must possess excellent verbal & written communication skills. You can explain complex (technical) issues in simple terms and adapt your tone for different users.
        • Willingness to learn and adapt to new technologies and systems easilyTo perform the job successfully, an individual should demonstrate the following competencies:
          • Technical Troubleshooting & ------Problem Solving - Identify and resolve problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Work well in group problem solving situations.
          • Technical Skills - Assess own strengths and weaknesses; Pursue training and development opportunities; Strive to continuously build knowledge and skills; Share expertise with others.
          • Customer Support - Respond promptly to customer needs; Meet commitments; Display pleasant and friendly demeanor; Handle situations with the best interest of the customer and the company in mind; Go beyond the call of duty to provide exceptional service.
          • ------Interpersonal Skills - Maintain confidentiality; Listen to others and remain open to others' ideas and willing to try new ideas.
          • Teamwork - Contribute to building a positive team spirit; Put success of team above own interests; Able to build morale and group commitments to goals and objectives.Please email resume with complete job history for consideration and reference the job title.Only candidates with residence within the Charlotte area will be considered.Job Type: Full-timePay: From $40,000.00 per yearBenefits:
            • 401(k)
            • 401(k) matching
            • Dental insurance
            • Health insurance
            • Life insurance
            • Paid time off
            • Vision insuranceSchedule:
              • 8 hour shiftSupplemental Pay:
                • Signing bonusEducation:
                  • Associate (Preferred)Experience:
                    • Customer support: 1 year (Preferred)
                    • Technical support: 1 year (Preferred)
                    • CRM software: 1 year (Preferred)
                    • Live Streaming: 1 year (Preferred)Work Location: One location

Keywords:, Charlotte , Customer Support Specialist for SaaS Software, IT / Software / Systems , Charlotte, North Carolina

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