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8 Dec 2020

Full-Time Customer Support & Success

Kelley_McBee – Posted by Kelley_McBee Anywhere

Job Description

Entry Level – Technical Support & Success

Looking to join an amazing Technical Support team? You’re at the right place. 

We’re looking for an amazing individual to join our technical support team. For this position, we want a true champion: a well-rounded person able to provide our clients with basic technical support, as well as answer any onboarding questions they might have. You’ll also help our clients’ clients with their billing and technical questions. 

Uscreen is an amazingly diverse, fast-developing video monetization platform and the person joining us will play a pivotal role in our growth. This is a fast-developing industry, and we’ll need our entry-level tech support champ to know every detail about our platform from an end-users’ perspective to be able to confidently help our clients’ users with all technical and general support inquiries.

Our team is incredibly smart, passionate, supportive, skilled, open to learning and constantly developing. We’re looking for someone who can match that energy.

About the role:

This is a customer facing role that will predominantly focus on basic support, like providing links to our help guides for a variety of questions, to helping end-users directly when they need to cancel, are seeking a refund, or can’t access videos on their device. It’ll be your responsibility and goal to provide our clients’ end-users with solid answers and on-point guidance that will help them have the smoothest experience possible.

We are looking for someone reliable and eager to work with us long-term. This is a full-time remote position, and is not suited for a digital nomad lifestyle. We require a steady internet connection and a mandatory overlap of working hours with the rest of the team.

In this role, you will wear a few different hats, including:

  • Working in the end-user ticket queue to assist our clients’ customers with technical and billing related questions.
  • Being a go to person for end-user experience on our platform.
  • Working with our other technical support team members on more complex tickets.
  • Helping clients with setup and onboarding questions as needed to help them with the initial few steps of the platform setup via email.

Requirements:

Must have:

  • A fully functioning workstation and a quiet place to work (with their own laptop or PC)
  • A desire to work for SaaS
  • A willingness to commit to this position for at least 1 year
  • Determination to expand your technical skills over time to take on more challenging tickets in the future
  • Excellent time management 
  • A typing speed of at least 55 words per minute

Must be:

  • Able to overlap with our Washington, D.C headquarters based team – Monday – Friday, from 9AM to 5PM ET
  • Quick to learn and able to understand our platform as well as the video and OTT industry
  • Able to work independently
  • Native or near-native English speaker
  • Overall a nice person 🙂 

Our ideal candidate will also have:

  • Experience working in Customer Service or Support
  • Good communication skills, both written and verbal
  • Technical aptitude and continuous desire to learn

Benefits:

  • Full-time (40 hours per week) remote job with contract. We want to make it clear that this is NOT a freelance / part-time position you can do in tandem with other professional endeavors
  • Amazing, young and motivated team
  • 20 paid days off per year (eligible after the first 6 months with the company)
  • Budget for personal development

How to Apply

  • Apply using the link below
  • We review the applications and email candidates who qualify for the second round
  • The qualified candidates will be asked to do a test task: usually a video of yourself answering a few questions
  • After we review the submissions, we will organize a Zoom interview with the successful candidates
Please note that due to the high volume of applications, we are only able to respond to successful candidates. APPLY HERE:   https://airtable.com/shr55N17Ju8vm3Phq Uscreen is an equal opportunity employer and does not discriminate in hiring based on race, color, national origin, ancestry, religion, sex, disability, veteran status, age, marital status, sexual orientation, or genetic information. The determination to move applicants forward in our hiring process will be based on how the candidates’ skills, qualifications, knowledge, and experience meet the requirements of the position as outlined in this job posting. Please note that due to the large number of applications received, that we are thrilled about, we are only able to respond to qualified candidates at this time.  Should you be selected to move forward in the recruiting process you will be notified within 2-weeks of your submission.

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 52 days.

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