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Technical Customer Support Representative

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We are seeking a top tier candidate for the Technical Customer Support Representative role.
This position will act as the front line of interaction for our customers.
This Technical Customer Support Rep will provide technical and non-technical support to customers via phone and email.
In addition, the position will provide feedback on products based on customer and technical perspective, make recommendations to improve customer experience and document solutions for our online community.
The ideal candidate will be customer centric with strong interpersonal and communication skills.

Responsibilities
· Act as the front line interface for our customers

· Answering both technical and non-technical questions for customers

· Solve problems for customer situations

· Document solutions in our online community

· Make recommendations on areas of process improvement

· Find ways to improve the overall customer experience

· Providing feedback on our products from a customer and technical perspective

· Assist Customer Support Manager

Qualifications
· 2 – 4 years of experience in technical sales or customer service role

· Video editing experience with a variety of programs required (iMovie, Final Cut, Sony Vegas, etc)

· Knowledge of both Windows and Mac operating systems

· Basic understanding of computer hardware, and its requirements to support HD video editing & playback

· Basic understanding of photography & video

· Excellent attendance and shift flexibility required

· Basic knowledge of Microsoft Office

· Familiarity with a CRM system & ticket management system preferred – Salesforce HIGHLY preferred.

· Technical troubleshooting protocols.

· Maintain positive interactions with team members

- Bilingual skills would be STRONGLY preferred.

Characteristics
· Outgoing and enthusiastic

· Must be able to work in a fast paced environment

· Ability to work in a team with strong interpersonal/communication skills

· Ability to respond to group dynamics - have FUN!

· Results-driven

· Able to work independently and multi-task

· Empathy for the customer situation and driven to resolve any issues

· Takes pride in work and in the quality of interactions

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