Customer Success Representative

How You'll Make An Impact

We are seeking an eager individual to join our dynamic team of experienced customer success agents to assist in providing technical support to customers and viewers, as well as provide account management services.

What You'll Do

• Establish delightful working relationships with clients
• Provide Tier-1 technical support and guidance to resolve issues
• Answer phone calls and email inquiries from clients and viewers
• Respond to all concerns within a timely manner
• Track incidents in Zendesk per company standards
• Resolve hardware and software problems
• Coordinate referrals to appropriate technical resources and personnel
• Onboard new customers setting up BoxCast for the first time
• Support clients and viewers during the following hours:
  • Monday - Friday 9am – 9pm
  • Saturday 9am – 9pm
  • Sunday 7am – 9pm

How You'll Display Our Values

• Integrity: always act with the customer’s best interests in mind
• Collaboration: interact collaboratively with your teammates as well as all other BoxCast departments to provide information and feedback regarding customer interactions and requests
• Judgment: listen closely to the customer and use your best judgement to determine the right solution that solves their request
• Achievement: passionate about providing world-class support to ensure the success of the customer
• Innovation: employ creative solutions to complicated requests
  

Must Haves

• Previous experience in a professional setting
• Strong verbal and written communication skills
• Ability to interact appropriately with customers of all levels and backgrounds
• Willingness to learn and work well with others, as well as independently
• Attention to detail
• Extensive computer knowledge
• Ability to recognize and solve problems effectively
• Ability to multi-task in a fast-paced environment
• Flexibility to work evening and/or weekend hours

Nice to Haves

• Prior customer or technical support experience
• Experience with HubSpot CRM, Slack, Intercom, Zendesk, Google Apps
• Previous support experience
• Understanding of Live Streaming ecosystem
• Audio/Video, networking, or basic coding skills

Benefits

• Robust benefits plan including medical, dental, and vision from Day 1
• A newly renovated office environment near the popular West 25th Street area