Job details

Zencastr Technical Support Representative

Get a free resume review

Company Description

At Zencastr, we're dedicated to empowering the voices of the world through innovative podcasting solutions. As a fully distributed team of passionate individuals, we're committed to pushing the boundaries of podcast creation and supporting our users one voice at a time.

Team Description

Customer Success Team is a group of frontline advocates, cultivating relationships and empowering users to create the best possible content. The support team handles requests, complaints, and feedback via chat and email. We use knowledge of the Zencastr platform to support users and serve as a resource for escalated and technically complex cases. We are an energetic, empathetic, and passionate team that enjoys teamwork, helping others, and taking on new challenges in this fast-paced environment.

Role Description

Do you have a reputation for being highly technical? Are your peers in awe of your customer service and troubleshooting skills? Do you have an innate passion for driving Customer Success through critical thinking and creative approaches? If so, then Zencastr’s Customer Success Team would like to talk to you!

Responsibilities

Provide prompt, efficient, and detailed support to Zencastr users via email and chat to understand their needs and ensure their success with Zencastr
Work with customers to understand how they use Zencastr’s products to resolve their issues
Master case resolution, customer concerns, and utilization of feedback
Achieve expert working knowledge of our products
Troubleshoot & replicate reported bugs and clearly document customer feature requests
Identify and document the reason the customer contacted us and advise on any forming trends that may impact the larger customer base
Identify process improvements and other product features to reduce the number of customer inquiries
Flourish in a high-growth tech environment where change is constant
Willing to work full-time and on a shifting schedule

Requirements

At least 3 years of experience in a customer-facing position in a technical support environment (preferably SaaS)
Excellent interpersonal skills and multitasking abilities
Superb written and verbal communication skills
Positive attitude, empathy, and high energy
Ability to take initiative and adapt
Strong team player possessing the willingness to seek feedback, adapt practices, and continuously learn and evolve
A love of podcasts and/or experience creating podcast content

You’ll Stand Out With:

Experience using Google Suite, Stripe, Intercom Messenger, and Slack
Experience using audio editing software (like Audacity, Garageband, or Adobe Audition)
Experience using video editing platforms (like Capcut, Filmora, DaVinci Resolve, or iMovie)

Why Zencastr?

100% Remote
We are focusing on building a connected, engaged culture regardless of where our people are located. As a Zencastr team member, you can work from anywhere that has good internet. Whether you’re an adventurer looking to travel the world while still pursuing your career, a parent or caregiver who wants a job that allows them to spend more time with family, or somewhere in between, our employees have the freedom to contribute where you do your best work.

Compensation and Benefits

$9-$11/hour rate, depending on experience
Paid health card/HMO after 3 months with the company
3 weeks of Paid time off/year
8 hours birthday off/year
12 days paid company holidays/year
12 weeks of 100% Paid Maternity/Paternity Leave for eligible employees
Stock option package after a year with the company

Average salary estimate

$20810 / YEARLY (est.)

min

max

$18720K

$22900K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Zencastr Technical Support Representative, Zencastr

At Zencastr, we're passionate about empowering creators and streamlining the podcasting experience. We are currently on the lookout for a dedicated Zencastr Technical Support Representative to join our vibrant Customer Success Team. If you're someone who thrives on helping others and solving technical puzzles, this might be the perfect role for you! As a Technical Support Representative, you’ll be the front line for our users, providing prompt and insightful assistance via email and chat. Your role will involve understanding how users engage with Zencastr’s platform, troubleshooting their issues, and documenting feedback for future enhancements. We’re a fully remote team, which gives you the freedom to work from anywhere! If you have at least three years of experience in a customer-facing technical support role, exceptional communication skills, and a love for all things podcasting, we’d love to meet you. Our ideal candidate is not just a problem-solver but also an adaptable team player who enjoys collaborating and learning in a fast-paced environment. As part of the Zencastr family, you’ll enjoy competitive pay, a flexible schedule, and an array of benefits including generous paid time off and paid health care after a few months. Join us and help podcasters thrive with innovative solutions while enhancing the Zencastr community one voice at a time.

Frequently Asked Questions (FAQs) for Zencastr Technical Support Representative Role at Zencastr

What are the primary responsibilities of a Zencastr Technical Support Representative?

The primary responsibilities of a Zencastr Technical Support Representative include providing detailed support to users via email and chat, understanding their uses of Zencastr’s products to resolve issues, troubleshooting reported bugs, documenting customer feedback, and identifying process improvements to enhance user experience.