Cloud Customer Support Specialist

About Rumble:
Rumble is a high-growth neutral video platform that is creating the rails and independent infrastructure designed to be immune to cancel culture. Rumble’s mission is to restore the Internet to its roots by making it free and open once again.

What will you do:  

Rumble is seeking an experienced Customer Support Specialist for our cloud services.

As a Cloud Customer Support Specialist, you will play a crucial role in ensuring our clients receive prompt and effective assistance with their cloud-related inquiries. You will be the frontline representative, addressing technical issues, providing guidance on service functionalities, and ensuring overall customer satisfaction.

Responsibilities:

• Respond promptly to inbound customer requests: Investigate and troubleshoot customer queries related to cloud services, Engage with customers seeking assistance within the Rumble Cloud environment through web and email channels.
• Collaborate with Cloud Teams: Liaise with our technical teams to escalate and resolve complex technical issues, ensuring prompt resolution for customers.
• Ensure customer success: Assist customers in effectively utilizing our systems, and encourage them to report outages, errors, or any gaps in the process.
• Documentation and Knowledge Base: Contribute to the creation and maintenance of support documentation and knowledge base articles to empower customers to self-resolve common issues and reduce inbound requests.
• Utilize knowledge and resources: Employ available tools, knowledge base, and resources to effectively troubleshoot and resolve customer issues, providing a seamless support experience.
• Feedback Collection: Gather customer feedback to identify areas for improvement in products and services, providing valuable insights to the development and operations teams.
• Additional Responsibilities: Undertake any other duties as assigned, contributing to the overall success of the customer support function.

Required Qualifications:

• Technical Proficiency: Solid understanding of cloud computing concepts, services, and platforms. Familiarity with major cloud providers (e.g., AWS, Azure, Google Cloud) is highly desirable.
• Customer Focus: Strong commitment to customer satisfaction with excellent communication and interpersonal skills. Ability to empathize with customers while maintaining professionalism.
• Problem-Solving Skills: Proven ability to analyze, troubleshoot, and resolve technical issues. Adept at thinking on your feet and adapting to dynamic situations.
• Documentation Skills: Ability to document support interactions, create knowledge base articles, and contribute to the improvement of support processes.
• Team Collaboration: Capability to work collaboratively with cross-functional teams, including developers and system administrators, to address customer needs effectively.
• Time Management: Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Continuous Learning: Eagerness to stay updated on industry trends, cloud technologies, and product developments to provide informed and up-to-date support.
• Deep Understanding of ticketing systems/ CRM for issue tracking escalation.

Why Our Team Loves Working Here:

• We are making a significant financial impact for our video creator community; we’re proud of their success stories
• We enjoy challenging the status quo and going head-to-head against Big Tech
• We aren’t afraid to try new things; we act fast and want to win
• We pay competitive salaries and provide great benefits

Remote: Eastern Time Zone only, also willing and able to travel 10-25% of the time (mostly domestic)

EEO Statement:
Rumble is an equal opportunity employer.  We promote an equal playing field where everyone has the same opportunities regardless of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Physical demands of the position:
While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time while using a computer and/or keyboard. The employee is required to communicate verbally and hear.   The employee may be required to walk, reach with hands and arms, balance, and stoop or kneel. The employee may occasionally be required to lift and/or move up to 15 pounds. Specific vision abilities required by