Support Engineer

BlueSnap, Inc; Washington (District of Columbia); Remote; USD 35,000 - 55,000; Full time

Job summary

A leading company in live IP-video solutions is seeking a customer support representative. This fully remote position involves fielding requests, documenting issues, and collaborating for resolutions. Ideal candidates are flexible, technologically proficient, with experience in customer service and technical support.

Qualifications

• Flexibility to work holidays and weekends.
• Prior experience in handling customer requests.
• Technical support experience preferred.

Responsibilities

• Field incoming requests via multiple channels.
• Document requests and support activities.
• Collaborate across the company to resolve issues.

Skills

Customer service experience

Technological proficiency

Flexibility

Job description

Join the leader in live IP-video solutions for top broadcasters, sports organizations, public safety, and more. With over 5,000 customers in 150+ countries, LiveU is trusted to cover every major news and sports event, from the US Presidential Election campaign to the Summer and Winter Games.

Location: Puerto Rico (fully remote)

We also welcome candidates from Arizona, Texas, Oklahoma, Idaho, or Nebraska to apply.

Responsibilities

·Field incoming requests/issues via omni-channel platform (phone, email, and chat).

·Take ownership of requests and support through resolution or escalation.

·Document requests/issues and related support activity.

·Identify priority escalation situations and manage them according.

·Raise awareness of procedures that require modification and/or are missing.

·Collaborate across the company as needed to resolve requests/issues.

·Identify and report cases that could be addressed with self-service and/or automation.

Requirements

• Flexibility to work some holidays and weekends, and extra hours as needed.
• Prior experience handling customer requests/issues (service).
• Technologically proficient with software and hardware.
• Technical support experience desired but not mandatory.