Technical Support Specialist
Uscreen is the world’s leading video monetization platform. We help thousands of creators, entrepreneurs, fitness trainers, coaches, entertainment companies, and various other experts launch their own video-on-demand streaming service and make money selling videos online. Think of it as building your own “Netflix”. We are a lean startup but are fully independent, privately held, and profitable.
We are a SaaS company with an agile, but structured environment. Uscreen is a remote-first company, with our team members distributed across the world. However, we do have rules and guidelines set in place to make sure everyone is delivering their best work and maintains an overlap with the rest of the key members of the team.
This is a customer-facing role: you will be one of the key people that the customer will contact with technical support issues. Issues with getting setup, all the way to finding bugs on the platform, reporting them to our development team, and also troubleshooting various complexities within the platform and the customers setup.
We are a high touch product, customers ask a lot of questions, being able to assist them in helping get setup, answering their technical support questions and helping them with setting up their apps is a key role of this job.
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.
2+ years in a SaaS Technical Support role
Experience working with HTML/CSS
1+ years of professional experience with any one of the following: video hosting; live streaming; VOD/SVOD/AVOD; API Integrations; liquid; SQL
A fully functioning workstation and a quiet place to work (with their own laptop)
Must be able to work one of the following schedules – According to Eastern TimeMonday through Friday starting at either 7:00 AM, 8:00 AM, or 9:00 AM and ending at either 3:00 PM, 4:00 PM, or 5:00 PM
Thursday through Monday starting at either 7:00 AM, 8:00 AM, or 9:00 AM and ending at either 3:00 PM, 4:00 PM, or 5:00 PM
Quick to learn and able to understand our platform as well as the video and OTT industry
Able to work independently
Ability to type at least 55 WPM
Native or near-native English speaker (North American accent is a plus but not a requirement)
Overall a nice person 🙂
Skills considered as a good plus
Experience working with Zendesk or similar
Good communication skills, both written and verbal
Full-time (40 hours per week) remote job with a 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
Work from anywhere (OK, almost anywhere…), as long as you are connected during your work schedule.
20 paid days off per year (eligible after the first 3 months with the company)
Budget for personal development
Budget for co-working space