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Introduction

The Customer Success team ensures our customers receive the education, guidance, resources, and support required to achieve success with their video streaming initiatives. Results are produced through a combination of delivering industry-tailored support and technical expertise to maximize the value our customers receive from the offerings. We are seeking a skilled Customer Success Agent (CSA) to provide first line support for customer issues, billing inquiries, and product trials. As part of the team, you will be responsible for monitoring phone, chat, and email support queues for real-time customer engagement on issues and inquiries.

The ideal candidate will have a strong ability to project manage multiple tasks, proactively identify areas to improve the customer experience, an understanding of the IBM Video Streaming platform and demonstrate technical knowledge of live streaming platforms including: Wirecast, OBS, Newtek Tricaster, Teradek, and Elemental broadcast units. Must work well under pressure and have proven success customer inquiries in a fast-paced environment.

Your role and responsibilities

• Provide day-to-day outfacing customer support via email chat and phone on issues ranging from simple to complex
  
  
• Troubleshoot technical and billing issues for customers
  
  
• File bug reports and assist in QA process for issues reported by customers
  
  
• Communicate and triage issues with various departments and groups
  
  
• Share technical knowledge of the platform, including best practices for production and web presentation, with clients
  
  
• Advocate for new features and provide input on product development based on customer feedback
• Work with our customers to ensure their success when using our products and services

Required education

Bachelor's Degree

Required technical and professional expertise

• Ability to distill technical concepts into simple instructions
  
  
• Experience using IBM Video Streaming or comparable video platforms, including editing, uploading, tagging and embedding videos.
  
  
• Basic knowledge of video production and video streaming workflows, Encoding (video/audio codecs)
  
  
• Strong technical understanding of both Mac and Windows operating systems including: installing software, accessing control panels, network configuration, system profiles, monitoring CPU usage and troubleshooting basic software and web connection issues.
  
  
• Strong desire to learn new information and stay up-to-date with live video streaming technologies
  
  
• Familiar with all major web browsers including Internet Explorer, Firefox, Chrome and Safari
  
  
• Experience with iOS and / or Android operating systems. Has installed apps and used camera functionalities on the phone.
  
  
• Experience with Zendesk, Salesforce, JIRA or comparable platforms.
  
  
• Ability to write out step-by-step guides to walk users through processes.
  
  
• Strong verbal and written communication skills
  
  
• Must speak fluent technical English
  
  
• Some evening and weekend availability for US Pacific Time coverage

Preferred technical and professional experience

Hiring manager and Recruiter should collaborate to create the relevant verbiage.