Technical Customer Support (contract)

As a Technical Customer Support agent at Runway, you'll engage with both new and experienced users, addressing their questions through email and chat. You will troubleshoot a variety of issues, from billing inquiries to technical problems, ensuring our users have a seamless experience. Working closely with the Engineering and Product teams, you'll escalate issues as needed, and contribute to documentation and internal resources, making it easier for users to find answers and solutions.

Runway is looking for individuals who demonstrate a strong motivation to learn and grow. While formal support experience isn't required, excellent communication skills and a passion for technology, AI, and creativity are essential. Our ideal candidate thrives in fast-paced environments, can work independently, and is eager to tackle complex problems, making this role suitable even for recent graduates or those from non-traditional backgrounds.

At Runway, supporting our Technical Customer Support agents is a top priority. You'll receive comprehensive training and resources to familiarize yourself with our products, ensuring you feel confident in assisting users. Additionally, you will have opportunities to engage in exciting projects and contribute to improving our customer support processes, allowing you to grow within your role while enjoying a supportive and collaborative work culture.

While not mandatory, having technical skills related to troubleshooting SaaS platforms and familiarity with tools like Zendesk, Sentry, and Datadog can be beneficial for a Technical Customer Support agent at Runway. Experience with creative software, such as Adobe applications or AI-based tools like Dall-E or Midjourney, is also a plus, as it allows you to relate to our users effectively and solve their queries with expertise.

No prior experience in customer support is required for the role at Runway. We welcome candidates from diverse backgrounds and encourage new graduates or individuals eager to make a shift in their career to apply. What matters most is your passion for learning, dedication to excellent communication, and a proactive approach to solving problems.

When dealing with a frustrated customer, it's crucial to remain calm and empathetic. Start by actively listening to their concerns and acknowledging their feelings. Then, reassure them that you are there to help and ask clarifying questions to understand the issue fully. Use your knowledge of Runway's products to provide a solution or offer to escalate the problem if needed, ensuring that the customer feels valued throughout the interaction.

In your response, provide a specific example of a challenging technical issue you faced, focusing on your thought process and the steps you took to resolve it. Highlight your problem-solving skills and how your approach not only addressed the initial concern but also improved the overall user experience. Relate your experience back to how it would translate to the Technical Customer Support role at Runway.

Express your genuine interest in helping others and making a positive impact on their experiences. Mention your excitement about Runway's innovative work in AI and creativity, and how supporting users in navigating such advanced technology aligns with your goals. Share your enthusiasm for continuous learning in a dynamic environment, further emphasizing your fit for the role.

Explain that prioritizing tickets involves assessing urgency and impact. Emphasize that you would start with time-sensitive issues, especially those affecting multiple users. Utilize any available tools or documentation to assist in prioritizing effectively, and ensure that you maintain a steady workflow without sacrificing quality to deliver the best customer support experience.

Demonstrating your knowledge of Runway’s mission to empower creatives through AI tools is essential. Discuss how these tools aim to transform media creation, enhancing storytelling and artistic possibilities. Show your familiarity with the features of Runway's product and highlight how your understanding will enable you to provide more effective support while engaging with the users.

Mention various resources you use to keep up with technology trends, such as online courses, webinars, podcasts, or industry blogs. Demonstrate your commitment to learning by discussing how the latest trends in AI and customer service technologies can enhance user experience and customer support processes, particularly in relation to Runway's offerings.

Provide a specific instance where you took extra steps to assist a customer, such as providing additional follow-up resources or personally ensuring their issue was resolved. Highlight how this approach solidified the customer’s trust and satisfaction while demonstrating your commitment to outstanding support, showing how you would bring this mindset to the role at Runway.

Discuss your understanding of the importance of clear communication and collaboration between support and engineering teams. Emphasize that you would actively seek to understand the technical aspects and challenges customers face, then convey that information effectively to engineers to facilitate quick resolutions. Highlight your willingness to learn from engineers and contribute insights from the support perspective.

Talk about the significance of proper documentation in providing consistent and effective support. Explain that your approach would involve meticulously recording customer interactions, inquiries, and feedback to track trends and areas for improvement. This information can be valuable for Runway’s continuous development, helping enhance the overall user experience.

Stress the importance of thoroughness and attention to detail in your responses. Mention reviewing your communication for clarity and correctness before sending. Continuous learning and reflection on customer interactions can also help hone your skills, while seeking feedback from peers can provide additional insights into enhancing quality in customer interactions at Runway.