Customer Support Representative

We are looking for a Customer Support Representative who is passionate about gaming and content creation, with several years of customer service experience. In this role, you'll be crucial in ensuring our creators' satisfaction by being an excellent, service-oriented communicator who can earn their trust and loyalty while following company policies.

This position is a full-time remote position and requires your availability to work 1 PM to 9 PM Pacific Standard Time Zone, 5 days a week, 8 hours a day (40 hours week) with a flexible weekday/weekend schedule

Responsibilities:

• Resolve creators' queries, recommend effective solutions, and guide users through our products' features and functionalities.
• Manage communication through various channels, including email, messaging, social media, and other platforms, providing timely and effective support.
• Escalate queries and concerns when necessary.
• Follow communication procedures, guidelines, and policies.
• Record customer interactions, feedback, and complaints in the company database.
• Create and enhance “self-help” resources to improve user support.
• Participate in feature testing with the product team and collaborate with other departments to drive positive changes in ongoing projects.
• Achieve or exceed performance goals, including customer satisfaction, quality scores, and resolution times.
• Share feedback with the manager and other teams to enhance creator experiences and refine business processes.

Required Skills and Qualifications:

• Experience in technical support roles with a focus on customer service.
• Familiarity with StreamElements tools.
• Ability to promote and upsell products or services.
• Familiarity with CRM systems and practices.
• Excellent proficiency in English, both spoken and written.
• Familiarity with the Twitch.tv ecosystem and streaming software.
• Strong analytical and problem-solving skills to diagnose problems and recommend effective solutions.
• Customer-oriented with the ability to adapt and respond to different personalities.
• Ability to multi-task, prioritize, and manage time effectively.
• Teamwork skills to collaborate with representatives and coworkers in other departments.
• Shift Flexibility as this shift will require occasionally to work an earlier shift based on the team coverage requirement.

Preferred Skills and Qualifications:

• Knowledge of HTML, CSS, and JavaScript.
• Experience as a streamer or moderator on Twitch.tv.

The compensation range for this role applies only to the United States and is determined by various factors, including skills, training, certifications, and experience. The estimated base salary for this position is between $40,000 and $55,000, plus applicable benefits such as health, dental, vision, and 401(k).