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Technical Support Specialist

4 months ago

Waterloo, Canada Vidyard Full time

Vidyard is the video platform that's built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It's the video tool of choice for Microsoft, LinkedIn, and thousands of other companies. We're passionate about elevating our customers, our teammates, our communities, and ourselves.

**About the Role**:
Success in this role is achieved by utilizing your technical and communication skills to own issues from start to finish. You can expect to analyze problem statements, gather required information, troubleshoot issues, determine root cause and work in collaboration with our product team/developers to find solutions. Communicating information with accuracy and empathy is critical to building trust with our clients and also internal staff (a.k.a the Vidyardians), which will contribute to the overall team's focus of a maintained high CSAT percentage. We love having people in the team with fun energy that will radiate positivity to our clients and the rest of the organization

**About the Team**:
Our Technical Support team consists of several Canadian based Technical Support Specialists as well as a small team based in the Philippines. You will be part of a larger team within Customer Experience called Technical Support & Consultancy, which also includes Solution Consultants, Technical Account Managers & IT.

The responsibility of the Technical Support team is to ensure that all customer issues are responded to and resolved in a timely manner. Our team members have a passion for working with cutting edge technology, but love working with people that require help to use our product effectively. The types of personalities that we deal with can vary from non technical to technical experts.

You will be reporting into the team lead of Technical Support, but also be in close communication with the Director of Technical Support & Consultancy. We all take part in daily meetings at 2pm ET to chat about what's on our plate, remove any roadblocks and support each other

**What You'll Work On**:

- In the first 6 months, there will be an expectation that you will be comfortable digging into what our platform and integrations can do from top to bottom. Expect an onboarding that will provide plenty of information to get you started and allow you to soak up everything you need to know. Our friendly team will support you along the way
- After 6-12 months in the role, you will have gained a broad understanding of the platform and be comfortable helping others internally to answer technical questions. You should see a consistently higher number of tickets that you have been able to solve and plenty of good feedback from our clients that you can be proud of.
- After 12-24 months, you should have gained enough experience to be able to help others in the team with areas that you have explored in detail. You'll also be able to take on other projects that arise, such as helping with self-serve systems or improving internal processes.

**As a Technical Support Specialist You Can Expect to**:

- Be the first point of contact for technical support related inquiries for Vidyard platform
- Respond to questions from customers of varying technical expertise
- Collect environment details, prioritize and escalate issues, determine root cause
- Reproduce and diffuse issues to ensure an optimal resolution for the customer
- Run database scripts to deliver custom reports
- Develop creative solutions for customers to meet their individual needs

**What You'll Bring to this Role and Your New Team**:

- A Post-secondary education in a related business, communications or technical discipline
- 3 - 5 years experience in a customer facing role providing world class support and service on a variety of technical and non-technical matters
- Experience being a proven problem solver with technical troubleshooting as well as the ability to track and manage customer issues to resolution using a ticketing system
- Excellent organizational, communication (both written and oral) and professional skills to deliver the highest level of empathic customer service
- Flexibility and willingness to respond to requests at varying hours
- A demonstrated ability and passion for learning new technologies and keeping up to date on product changes
- HTML, CSS, Javascript & SQL experience - we're not looking for developers, but we are looking for people who can demonstrate an ability to read, troubleshoot and modify solutions in these languages
- Experience working with video editing software and have familiarity with terms such as bitrate, frame rate and resolution
- Ability to work with APIs using tools such as Postman and understand webhooks, and an understanding of SSO, SEO, Google Analytics, Excel functions and Databases
- Experience using browser 'Inspect page' tools to troubleshoot webpage issues

**Our Tech Stack**:

- Vidyard
- Zendesk
- Yext