Technical Customer Support Specialist

As a Technical Customer Support Specialist, you will act as the first tier of technical support for our clients. The Technical Customer Support Specialist will support customers encountering problems using Vidmob’s platform, offering technical support, answering questions about our products, and escalating support tickets as needed. Clear, concise, and friendly communication is crucial!

Responsibilities:

• Develop extensive knowledge of Vidmob products

• Work directly with internal employees and customers to understand, analyze, and troubleshoot technical problems and provide solutions in a timely manner

• Diagnose software issues and resolve escalated customer complaints

• Act as point person to receive, solve, and escalate support tickets and technical issues

• Document troubleshooting and problem resolution steps

• Help maintain external documentation in our Help Center

• Escalate bug reports for validation and actively participate in product-fixes

• Finding out sustainable ways of addressing repeatable issues, and building tools for automation

• Be a strong source of feedback for our client services team and product, full stack and backend engineering teams

Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Mathematics, Economics, Statistics, Information Management or similar

• 2+ years successfully supporting software and/or SaaS-based technology, as a creative problem solver who is passionate about technology, troubleshooting APIs, data platforms, SQL, and web-based technologies

• 2+ years in a client-facing role that involves being a point-of-contact for technical and non-technical users

• Knowledge of business processes, workflows, and ability to provide structured formal documentation

• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills

• Self-motivated, eager to learn and thrive in a collaborative environment

Please be aware that Vidmob will only contact candidates through emails ending in @vidmob.com. We will never ask for personal information, such as your Social Security number, bank account number, or password, through email. If you receive an email claiming to be from Vidmob that does not come from a @vidmob.com email address, or if the email asks for personal information, please do not respond and report the email to us at IT@vidmob.com