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Vyond · 1 day ago

Tier 2 Customer Support Specialist

Chicago, Chicago, IL, US

Full-time

Onsite

Mid Level

$65K/yr - $85K/yr

3+ years exp

Vyond is an online video creation software platform that allows businesses to easily create professional animated videos for industries like marketing, training, and eLearning. They are seeking a Tier 2 Customer Support Specialist to drive resolutions to complex issues and act as a bridge between their Product, Engineering teams, and customers.

Content MarketingCorporate TrainingE-LearningEducationSaaSSoftwareVideo

Work & Life Balance

H1B Sponsor Likely

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

Qualification

Customer-facing technical roleTroubleshooting applicationsVideo rendering knowledgeWindowsMac systemsTicketing systems ZendeskTicketing systems JiraBilingual etc.WrittenBilingual CantoneseProblem solving skillsInterpersonal skillsVerbal communicationTeam collaboration

Required

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

Preferred

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

Company

Vyond

Vyond puts the power of video in the hands of everyone.

Founded in 2007

San Mateo, California, USA

51-200 employees

https://vyond.com

H1B Sponsorship

Vyond has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2022 (1)