Tier 2 Customer Support Specialist

GoAnimate Inc•Chicago, IL

About The Position

Vyond is looking for a Tier 2 Customer Support Specialist to drive resolutions to complex issues and be the bridge between our Product, Engineering teams and customers. Vyond is an online video creation software platform that allows businesses to easily create professional animated videos for industries like marketing, training, and eLearning. Vyond is changing the way the world communicates, one video at a time.

Requirements

3+ years in a customer-facing technical role
Experience troubleshooting browser-based computer applications
Must have knowledge of video rendering and export formats
Knowledge of Windows and Mac systems
Effective problem solving and analytical skills
Exceptional interpersonal skills
Extremely strong written and verbal communication skills
Ability to remain poised and calm when faced with difficult situations
Drive to proactively solve issues with empathy, courtesy and inquiry
Reliable, responsible and consistent self-motivator
Patient, helpful and a creative problem solver
Ability to work effectively both independently and as part of a team
Aptitude for learning new software applications quickly
Available to work early shift 2 days per week from 6am to 3pm

Nice To Haves

Preference given to bilingual candidates, with emphasis on Cantonese, Portuguese, Japanese, French, German or Spanish.
Knowledge of ticketing systems and tools like Zendesk and Jira is a plus.
Experience collaborating with software engineers & product teams.

Responsibilities

Provide platform assistance to Vyond users via telephone, email, and live chat
Accurately log service requests to drive continual process improvement
Own complex technical investigations from initial report through resolution and customer follow-up
Collaborate with IT/ Engineering on a twice weekly basis to identify and resolve issues
Work with Tier 1 support teams to escalate issues to engineering
Uses our systems to diagnose root cause, not just log and route issues
Partners continuously with Sales, Product and Engineering, including across time zones
Feeds clear, actionable insights back into Product and Engineering to reduce repeat issues
Participate in providing support to online community forums
Follow procedures for maintaining information security compliance
Conduct/moderate educational webinars for our users
Maintain consistently high Customer Satisfaction ratings across all support channels
Create animated content for internal and external training and informational purposes
Other duties as assigned