Support Engineer

BlueSnap, Inc; Washington (District of Columbia); Remote; USD 35,000 - 60,000; Full time

Job summary

Join a leader in live IP-video solutions as a vital member of our customer support team. You will manage incoming requests across multiple channels, collaborate internally to resolve issues, and help improve procedures. This fully remote position welcomes applicants from several states, offering flexibility in working hours and opportunities for professional growth.

Qualifications

• Prior experience in handling customer requests/issues.
• Flexibility to work holidays and weekends.
• Technical support experience desired but not mandatory.

Responsibilities

• Field incoming requests/issues via omni-channel platform.
• Take ownership of requests and support through resolution.
• Identify priority escalation situations and manage them.

Skills

Flexibility

Customer service experience

Technological proficiency

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.