RRemoteville
Wistia logoWistia

West Coast Customer Champion

Skills
Customer ExperienceCustomer SatisfactionCustomer SupportHTMLPerformance MetricsService-Level AgreementsTechnical Support
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • At least 2 years of experience in technical support or proven exemplary customer support
  • Comfortable troubleshooting webpages and familiarity with HTML and CSS
  • Maintain performance metrics including number of questions answered and customer satisfaction
  • Effective communicator over live chat, email, and screen-share/phone
  • Self-learner capable of pursuing knowledge in evolving software products
  • Process-oriented with ability to think through steps to accomplish goals
  • Able to leverage internal resources, search engines, and AI chat assistants for information
  • Empathetic and understanding of customer's needs

Day to day

  • Provide daily assistance to Wistia customers big and small
  • Troubleshoot complex technical issues
  • Answer product questions and practice empathy as a frontline representative of Wistia