Tier 1 Technical Support vacancy at Uscreen
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.
General overview of the role
This is a customer-facing role: you will be one of the first points of contact for our clients in order to help them set up their account. From basic items, like video uploads and answering a variety of questions, to more advanced technical issues, like domain name setup / CNAME setup and installing SSLs, you will be providing rounded technical support for both new and existing Uscreen clients. It’ll be your responsibility and goal to provide our clients with solid answers and on-point guidelines that will help them have the smoothest experience possible.
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.
Job duties include working in the ticket queue to assist customers with technical support requests. Being a go-to person for all technical requirements related to support and the platform. Escalating more advanced tickets to Tier 2; escalating bug issues to the Product Team. Helping customers with setup and onboarding as needed to help them with the initial few steps of the platform setup via ticket as needed.
1+ years in Technical Support experience
Experience in SaaS
Working knowledge of HTML & CSS
A fully functioning workstation and a quiet place to work (with their own laptop or PC)
Able to comfortably work according to Washington D.C. Eastern Time (ET): 6 pm ET – 2 am ET, Friday – Tuesday * OR * 12 pm – 8 pm Thursday – Monday
Quick to learn and understand our platform, as well as the video and OTT industry
Able to work independently
Native or near-native English speaker
Overall a nice person :)
Experience working with Intercom or similar
Good communication skills, both written and verbal
Perks & Benefits
Full-time (40 hours per week) remote job with 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
20 paid days off per year (eligible after the first 6 months with the company)
Budget for personal development
How to apply?
Apply using the link below
We review the applications and email candidates who qualify for the second round
The qualified candidates will be asked to do a test task: usually a video of yourself answering a few questions
After we review the submissions, we will organize a Zoom interview with the successful candidates
Please note that due to the high volume of applications, we are only able to respond to successful candidates.