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

Suggested Searches