Technical Support Specialist

About Revidd

Revidd gives streaming businesses one place to stream VOD, LIVE, and Linear/FAST using cloud-based platforms for managing and distributing high-quality video content across various platforms including the web, mobile devices, and TV. Offering customisable APIs and turnkey solutions for OTT apps and Linear/FAST channels. Revidd's SaaS solutions empower content creators and distributors to efficiently create, launch, and oversee distribution on a large scale.

Head Office based in Montebello, NY. Revidd has raised $1.1M from the world’s top investors— Inovnis SA and IIMA Ventures.

About The Role (Night Shift)

As a Technical Support Associate  you will be responsible for assisting our customers with their inquiries and issues related to our SaaS product. This role requires someone with excellent communication skills, technical proficiency, and a strong problem-solving ability. The ideal candidate should have prior experience in customer support, particularly in a technical support capacity.

What you will do

• Deliver timely and effective customer support via email, chat, or phone during night shifts.
• Assist customers with onboarding, product usage, and troubleshooting procedures.
• Demonstrate proficiency in identifying and addressing customer-reported issues promptly, offering immediate solutions or viable workarounds.
• Track and monitor open issues, facilitating communication between developers and customers to ensure timely resolution within SLAs. Inform customers upon issue resolution.
• Document and escalate complex issues to the appropriate teams for thorough investigation and resolution.
• Provide valuable feedback to the product team based on customer interactions and recurring issues.
• Uphold high level of professionalism and prioritise customer satisfaction throughout all interactions.

What you will need

• Previous background in customer support, ideally within a technical support capacity.
• Proficient problem-solving and troubleshooting capabilities.
• Exceptional written and verbal communication proficiencies.
• Familiarity with SaaS products and fundamental technical concepts.
• Knowledge of customer support software and ticketing systems is advantageous.
• Availability for night shifts, weekends, and holiday work if necessary.
• Flexible to work either onsite or remotely as the situation demands.