Customer Support Agent

HeyGen; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

HeyGen is looking for a Support Agent (L2) to enhance user support by managing advanced issues and implementing processes for team efficiency. The ideal candidate will demonstrate strong communication skills, problem-solving abilities, and a customer-oriented mindset in a dynamic work environment. This role offers an opportunity for professional growth and advancement within an inclusive company culture.

Benefits

Competitive compensation

Dynamic and inclusive work environment

Opportunities for professional growth

Collaborative culture that values innovation

Access to the latest technologies

Qualifications

• Strong communication and interpersonal skills.
• Proficient in basic troubleshooting techniques.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Manage and resolve advanced support issues.
• Develop and implement efficient processes.
• Monitor key performance metrics for service levels.

Skills

Customer Support

Problem-Solving

Communication

Team Leadership

Job description

At HeyGen, our mission is to make visual storytelling accessible to all. Over the last decade, visual content has become the preferred method of information creation, consumption, and retention. But the ability to create such content, in particular videos, continues to be costly and challenging to scale. Our ambition is to build technology that equips more people with the power to reach, captivate, and inspire audiences.
Learn more atwww.heygen.com . Visit our Mission and Culture doc here .

Position Overview:

We are seeking a dynamic Support Agent (L2) to join our Customer Support team. This role is pivotal in solving advanced support tickets and developing efficient processing to streamline support operations. The ideal candidate will bring a proactive troubleshooting mindset and experience in customer service, using their skills to enhance our user support experience.

Key Responsibilities:

• Manage and resolve advanced support issues while providing expert guidance to our users.
• Develop and implement efficient processes to enhance team productivity and effectiveness.
• Monitor and report on key performance metrics to ensure targets are met and service levels are maintained.
• Collaborate with Level 2 (L2) agents to streamline support efforts and improve resolution times.
• Act as a point of escalation for complex support scenarios and guide agents through the resolution process.

Preferred Qualifications:

• Proven experience in customer support or a similar role, with a strong focus on service delivery.
• Proficient in basic troubleshooting techniques; no coding experience necessary.
• Familiarity with various platforms and the ability to quickly adapt to new technologies.
• Demonstrated ability to lead and inspire a team in a fast-paced environment.
• Strong communication and interpersonal skills, capable of fostering positive relationships with both team members and users.
• A service-oriented mindset with an emphasis on efficiency and problem-solving.
• Thrive in a fast-paced and dynamic environment

What HeyGen Offers

• Competitive compensation
• Dynamic and inclusive work environment.
• Opportunities for professional growth and advancement.
• Collaborative culture that values innovation and creativity.
• Access to the latest technologies and tools.

Compensation:

This is a contract role, compensation will be determined based on work location and experience.

HeyGen is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at HeyGen and be part of a team that's making visual storytelling accessible to all!

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