Customer Technical Support Representative

InVideo is looking for a Customer Technical Support Representative to drive proper adoption of our product and upsell. You are expected to provide the highest level of customer delight and value. You will work directly with customers. You play a crucial role in engaging with the customer and building a strong relationship between InVideo and the customer. You will act as an advisor and serve as the point of contact for multiple customers. In short, the entire role is to deliver happy, satisfied & loyal customers. You’ll also interact with users as a whole by making and maintaining resources like FAQs, tutorials, troubleshooting guides, and surveys. You’ll keep these concise, up-to-date, and easy-to-find so that the most important information about InVideo is just a click away whenever customers need it.

Responsibilities

• Serve as the primary contact for all customer-facing support and service issues
• You will be talking to customers over email & live chat.
• Quickly address customer inquiries via email, LiveChat, and other online methods using excellent interpersonal skills
• Maintain a deep understanding of InVideo products both technically and functionally
• Resolve and provide solutions for customer queries. You will be expected to resolve technical and non-technical queries/issues.
• Educate customers about the most relevant features for their specific business needs and have the skill to turn the good conversation into sales pitches
• You will investigate problems, verify facts, and figure out resolutions
• Skilled at handling multiple queries and upselling.
• Discover and document customer pain points to advance current support procedures
• Communicate with key team members on common or critical issues, assisting in the resolution of technical issues
• Punctual and professional with a project management mindset and can-do attitude
• Stay up to date with InVideo tool updates and changes.

Required Qualifications & Skills

• Bachelor’s degree in Engineering/computer science
• 0-2 years of customer support experience
• Must have excellent English verbal communication skills and telephone manner, but know it’s equally important to listen and understand your customers
• Excellent writing, spoken and email skills

Good to have

• Passionate about great customer experience and customer delight
• Calm and collected - You will stay calm and can be the rock for those who come to us when they need help
• Patient and attentive - You will have to display patience and empathy while listening to our customers through critical issues and figuring out what they need
• Willing to learn - You love learning how things work and you’re always looking for ways to innovate and improve processes.
• Agile - You can move quickly and adapt to a fast-paced and constantly evolving environment. You will be on the front lines of a highly visible, fast-growing brand

Additional notes:

=========== 5.5 days a week.

8-hour shifts for 5 days 4-hour shift on the 0.5 days (half day)Rotational shift in a 24*7 support environment.Uncapped sales incentives and best-in-industry salaries.