GoAnimate is now Vyond. Learn More

Tier 2 Technical Support Specialist

Silicon Valley

Company Overview

Vyond is the world’s #1 animated video creation platform for enterprise organizations. Global 2000 organizations are using our SaaS video creation platform to easily create MP4 animated videos for their strategic communication and training needs. We serve multiple high profile organizations on six continents with our best-in-class platform. We are growing rapidly and sustainably. As a result, we’re building a team to help drive the next phase of our growth.

Position Summary

Do you have a strong technical background with outstanding troubleshooting skills? Do you like being the go-to person in mission-critical situations? Do you love helping people? Can you speak “bits and bytes” as well as everyday plain English? If so, then you should join our San Mateo based team as a Technical Support Specialist.

Responsibilities

  • Provide advanced troubleshooting and technical assistance to the customer-facing support team.
  • Work collaboratively with the Customer Success team to triage issues to the appropriate teams within the company.
  • Open and assign tickets to others for issues that can’t be solved directly.
  • Triage critical outages, resolve if possible, and implement urgent response communication protocols as needed.
  • Accurately record information about each completed service request, using company provided Customer Relationship Management software and defined processes.
  • Assist project management team with tasks as required.
  • Adhere to all company policies, procedures, and business ethics codes in carrying out all responsibilities.
  • Other duties as assigned.

Skills/Qualifications

  • 2+ years of customer-facing technical support
  • 1+ years of project lead experience
  • Experience with SaaS products/web-based applications
  • Ability to troubleshoot and solve technical issues
  • Highly organized – ability to multi-task, prioritize, and manage time effectively
  • Experience with process improvement and conflict resolution

Traits & Personal Characteristics

  • Exceptional interpersonal communication skills
  • Exceptional written and verbal communication skills
  • A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations
  • Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication
  • Reliable, responsible and consistent Patient, helpful and a creative problem solver
  • Ability to work effectively as part of a team and independently

Education

Bachelor degree in Computer Science or related technical field preferred but not required.

Location

This is a full-time position based in our San Mateo, CA office. We can only consider candidates eligible to work in the United States.

Compensation and Benefits

  • Competitive base salary + bonus + equity
  • 401k
  • Excellent health, dental, and vision insurance
  • Snacks and frequent lunch celebrations

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