Senior Support (Level I/II)
More than half of all new televisions are being sold to businesses. But to use them, businesses either need to improvise (think Chromecast and an old Android, or a DVD player playing on loop) or spend tens of thousands of dollars on racks of hardware and bespoke software. Yes, it's really that bad.
But it's easy with Raydiant.
At Raydiant, our hardware and cloud software unlocks the power of these displays by making it easy to display media (like video or music), information (like menus or flyers), and interactive content (like teleconferencing or whiteboards) at a price that any business can afford.
We're growing like crazy and we need your help.
Founded in April 2017, Raydiant enjoys support and financial backing from top strategic and technology investors, including Bloomberg, Inc., Transmedia Capital, 8VC, Atomic VC, and Ron Conway. Our customers include Wahlburgers, Chick-fil-A, Harvard University, the Dallas Mavericks, CiCi’s Pizza, and Westin. Our team consists of seasoned engineers and executives with deep backgrounds in relevant industries. We are looking for like-minded individuals that want to help us scale the business, continue to create and provide great experiences to our customers and have fun along the way.
About the Role:
Raydiant is seeking a Senior Support Specialist to join our growing team. As a Senior Support Specialist, you will answer customer support inquiries, maintain high quality service to our customers, and work with internal teams for escalations. In addition to being responsible for ensuring processes are followed, you will create new processes and streamline existing ones by working with internal teams. As a senior member, your experience will also help provide guidance to members of the team.
What You Will Be Doing:
Actively support our customers via multiple channels feeding into our ticketing system.Improve the customer support process which involves driving quick resolution and high quality service to customer impacting issues.Ensure the attainment of support SLAs are achieved with high customer satisfaction. Establish and adhere to customer support case management practices, including meeting defined SLAs.Identify technical issues, suggest product enhancements, and communicate and escalate them internally and externally.Create and maintain internal and external facing documentation and reference materials for troubleshooting and product support and tutorials.Partner with our Sales, Customer Success, Engineering, and Product teams to represent the voice of the customer.Ability to be on-call as needed to guarantee customer SLAs and expectations.Provide mentorship and training to the other members of the team.
What We Are Looking For:
At least 4 years of experience in the direct management of customer support tickets, processes, and systems.Very strong troubleshooting and problem-solving skills, with the ability to create and leverage data insights to draw insightful conclusions.Strong experience working with Product, Engineering, and Sales teams driving coordination and collaboration between the disparate groups.Possesses professional written and verbal communication skills for an active customer base.Strong experience with writing technical documentation and training materials for internal and external audiences.Highly knowledgeable and experienced in the operations of technical SaaS, Application IT, and IoT.Aptitude for understanding and teaching new technology.Innate ability to adjust quickly to changing priorities and conditions.Experience in a 24x7 support environment.Bachelor’s degree in a technical discipline or equivalent.Possess a can-do, no-problem-too-big-or-too-small attitude.
Bonus Points For:
Previous experience using Zendesk, Intercom, or similar customer support ticketing systems.Previous experience using Salesforce or other SaaS CRM tools.Previous experience working with Atlassian products (Jira, Trello).Experience in data analysis
€2700 - €3200 Gross Monthly, depending on the level of Support ( I/II)
Raydiant is proud to be an equal employment opportunity employer that values diversity in hiring and gives consideration to all candidates regardless of their race, age, creed, color, religion or religious belief, national origin or ancestry, disability, military or veteran status, genetic information, sex, gender, sexual orientation, gender identity or expression, pregnancy, or any other characteristic protected by local law.
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