Customer Support Representative

Location: New York City, United States; hybrid

Salary: $50,000 per year, with the final package determined by experience and qualifications.

Company

AI video platform for business and enterprise skill development, headquartered in London with offices and teams across Europe and the United States.

What you will do

• Respond to customer inquiries through email, chat, and social media.
• Provide accurate product support and resolve customer issues.
• Identify and escalate complex cases to Tier 2 support.
• Collaborate with technical support specialists, product specialists, and leadership.
• Maintain accurate customer records in Intercom and Salesforce.
• Meet support KPIs and provide feedback to improve processes and procedures.

Requirements

• At least one year of experience in a technical support environment.
• High school diploma or equivalent; a related college degree is desirable but not essential.
• Excellent verbal and written communication skills.
• Customer-oriented approach, effective multitasking, and time-management skills.
• Computer skills and experience with CRM or customer support software, including Zendesk, Freshdesk, Intercom, HubSpot, or Salesforce.
• Availability to work different shifts, bank holidays, and weekends when required.

Culture & Benefits

• Hybrid working environment for New York-based employees.
• Medical, dental, and vision coverage at 100%.
• 401(k) plan and paid parental leave.
• Stock options, referral scheme, regular social events, and a new computer with monitor.