Job Description

Our mission is to provide the ultimate support experience through best in class service and innovative solutions, to allow partners to learn, grow and engage with the content aggregator.

As a support agent, you will provide a combination of high touch scaled transactional support to eligible partners and educate them on how to use the product, abide by Terms of Use, answer rights management questions, as well as troubleshooting technical issues. You will identify top issues, root cause analysis and resolution. You will also achieve operational efficiency towards reactive support.

Roles and Responsibilities
Support partners in a range of topics video uploads, channel management, monetization, analytics and any product technical issues with emphasis on high user satisfaction and quality
Provide education on supported devices, new features and product updates
Troubleshoot and help resolve technical issues in a friendly and accurate manner
Collaboratively share feedback through appropriate channels related to tools, processes or systemic user product issues
Flag trends and potential global technical issues
Escalate issues providing all the relevant information when required striving to resolve them in a timely manner

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Qualifications

Fluency in English plus excellent native level written and verbal communication skills in language of support
2 years experience in customer support for said language chat, voice, email working directly with consumers B2C
Customer service mindset. Strong customer user focus with the desire to help and put users first. Ability to empathize and relate to users is key to this role
Excellent communicator
Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
Ability to grasp complex and technical concepts and communicate them to a non technical audience in a friendly and easy to understand format
Demonstrates speed, agility, critical thinking and problem solving skills
Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt changes
Experience with prioritising multiple tasks in a fast paced and ambiguous environment
Significant attention to detail
Team player with ability to work in a fast paced, collaborative and constantly evolving environment
Strong work ethic and ability to work with minimal supervision

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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