Customer Support Representative - SaaS

Who are we?? 🦆

Live streaming is a great medium for storytelling – and telling great stories benefits everyone. Whether you’re a creator, content marketer, entrepreneur, or just someone with something to say, live streaming is an exciting and effective way to spread your message. But live streaming tools are very complicated. You shouldn’t need to spend thousands of dollars on a computer or learn about encoding, just to start live streaming. The world misses out on so many great creators because of these barriers. Dan and Geige thought there should be a streaming tool that anyone could use – a tool that was fun instead of stressful – a tool that was simple, but powerful enough to create engaging content. We wanted people who weren’t techy, or who simply didn’t want to deal with the hassle of streaming, to still go live, share their stories, and grow their own communities.

Geige and Dan built StreamYard with three things in mind and continue to focus on these pillars today. The three StreamYard pillars include

1. ease of use
2. stability, and
3. professional streams

StreamYard is built on those pillars. Our users tell us that StreamYard makes streaming fun – you can quickly create engaging content with guests, show on screen comments/lower thirds, and brand your broadcasts with themes, overlays, and backgrounds. You don’t need to know anything about technology or streaming to get started. And even though StreamYard is simple, techy folks love how powerful it is under the hood, and how effective it is for streaming group discussions.

We love StreamYard and its community. We work tirelessly to improve our tool and create the best experience possible.

The Role

StreamYard is seeking a new member to join our Customer Support team as a Customer Support Representative. This new member will be self-driven, detail oriented and ambitious! We're looking for someone with strong experience in this field, able to make decisions on the go be supportive and innovative.

We're excited to work with someone who is comfortable in a fast-paced start-up environment and is happy working on a fully remote team.  You will be helping creators create some of the world's best content by troubleshooting for them remotely. Our team is committed to a fun but professional culture and if you enjoy learning new things this could be the role for you.  

Shifts will run Wednesday to Sunday and cover 7pm - 9am (8 hour shifts) UTC

Responsibilities

• Achieve and maintain expert knowledge of our product.
• Handle a substantial number of customer inquiries promptly and to customer satisfaction within Zendesk.
• Guide customers on how to use StreamYard and help them troubleshoot issues through email, ticketing, live chat, social media and video calls.
• Collate customer feedback and communicate this to the product team.
• Communicate clearly in writing to both technical and non-technical customers.
• Assist with successful onboarding of new customers.
• Always be friendly, helpful and supportive to customers.
• Strategize, find common patterns and make data-driven decisions on the product.
• Have a mindset geared towards the team and company goals.
• Attend team and company meetings as scheduled.
• Help improve our customer knowledge base and other support materials.
• Contribute to our internal support team resources.

Required 

• Professional experience providing customer support in a B2B or B2C SaaS company
• Exceptional troubleshooting skills
• Fluent English speaker with outstanding written and verbal communication skills; ability to read, interpret and clarify customers' goals and craft thoughtful responses to help them achieve their goals
• Comfortable supporting customers via video and written communication
• Tech Savvy - love technology and can learn new things quickly
• Ability to teach yourself new skills and find answers on your own
• Great problem-solving abilities,
• Exceptional organization skills - you're used to juggling multiple priorities
• Experience working in a fast-paced customer customer-centric environment
• Can do attitude 
• Able to work shifts Wednesday to Sunday 7pm till 9am UTC

Desirable Skills

• Knowledge of troubleshooting video running in the browser
• Experience working on a video focused product 
• A good understanding of the video content creator tooling landscape