Customer Support Associate

Prezi • Oakland, CA

308d • Remote

About The Position

At Prezi, we help individuals and teams make their ideas shine through memorable, engaging presentations—whether virtual or in-person. As a remote-first company, we foster a culture of collaboration, innovation, and impactful work. We're looking for a full-time Customer Support Associate to join our team. Work with us to provide top-tier support that enables our users to create visually stunning presentations. This role is a 1-year contract and involves covering 8-hour shifts in a weekly rotation (10 AM CET or 3 PM CET starts) to serve European and primarily American markets.

Requirements

• 2+ years in customer service or a fast-paced support environment in a variety of support channels
• Fluent in English (additional languages a plus)
• Strong troubleshooting and problem-solving skills, and able to discuss and understand details and use critical thinking to resolve issues with both technical and non-technical audiences
• Tech-savvy with experience in Windows, Mac, Google Suite
• Ability to work independently and in a team, with flexibility in shift patterns
• Excellent time management skills, and ability to prioritize workload efficiently to meet team goals, KPIs, and SLAs

Nice To Haves

• Experience with Zendesk, Jira, Confluence, subscription management tools, as well as AI tools

Responsibilities

• Be the trusted point of contact for users via all available support channels for technical, payment, and product support.
• Become a Prezi expert, offering advice and troubleshooting that helps create engaged customers and drive our growth.
• Be a cross-functional stakeholder and representative, responsible for escalating customer issues, from bugs to product-related, in a timely manner.
• Collaborate with Engineering, Product, and other teams to resolve technical challenges efficiently.
• Participate in continually improving our knowledge base.
• Find potential upsell opportunities and help generate leads from customer support interactions.
• Identify opportunities where we can improve the customer experience.

Benefits

• A fully remote-first environment with teammates in 15+ countries
• Flexible time off for work-life balance
• A culture where you can be yourself
• Wellness benefits like gym perk, mental health support, and sabbatical leave
• Stock options so you can grow with us
• Remote perks to support your home work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed