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Customer Support Specialist

2 months ago

San Francisco, California, United States Thefairstream Full time

**Job Summary**

Thefairstream is seeking a highly skilled Customer Support Representative to join our team. As a key member of our support team, you will be responsible for delivering exceptional support experiences to our customers.

**Key Responsibilities**

• Deliver personalized and proactive support to end-users and enterprise clients

• Capture and record accurate and detailed client information using CRM tools

• Troubleshoot and escalate technical support incidents to next level support and engineering teams

• Provide regular updates to customers on the status of their requests

• Write and maintain help desk resources including client-facing and internal support articles

**Requirements**

• Available to work 8am to 5pm Eastern time (5am-2pm Pacific)

• Must have an appropriate remote work environment (including high speed broadband internet connection) with the ability to initiate and receive screen share meetings with team members and occasionally customers

• Intermediate to Advanced experience using media editing software (Final Cut Pro, Logic Pro, Premiere, Audition, Pro Tools, etc.)

• 2+ years experience providing customer support on a rapidly evolving software product

• Familiarity with Zendesk or comparable CRM platforms

• Familiarity with Stripe or other payment processing systems

**Ideal Candidate**

• Strong written and verbal communication skills

• Ability to communicate technical information simply and effectively to customers of every skill level

• Highly motivated, self-directing individual who is always looking to improve themselves and their environment

• Thrives in collaborative environments, and is empowered to work cross-functionally to achieve a goal