Customer Technical Support Representative

As a Customer Technical Support Representative at InVideo, your role is crucial in driving proper adoption of the product and upselling while ensuring the highest level of customer delight and value. You will directly engage with customers, acting as their advisor and primary point of contact. Your main goal is to deliver happy, satisfied, and loyal customers. Additionally, you will create and maintain resources such as FAQs, tutorials, troubleshooting guides, and surveys to ensure customers have easy access to important information about InVideo. Responsibilities: - Serve as the primary contact for all customer-facing support and service issues - Communicate with customers via email and live chat, addressing inquiries promptly with excellent interpersonal skills - Maintain a deep understanding of InVideo products technically and functionally - Resolve customer queries, technical and non-technical, and provide appropriate solutions - Educate customers on relevant features tailored to their business needs and effectively pitch sales - Investigate problems, verify facts, and provide resolutions - Handle multiple queries efficiently and focus on upselling opportunities - Identify and document customer pain points to improve support procedures - Collaborate with team members to resolve common or critical technical issues - Maintain a punctual and professional attitude with a project management mindset - Stay updated on InVideo tool updates and changes Required Qualifications & Skills: - Bachelors degree in Engineering or Computer Science - 0-2 years of customer support experience - Excellent English verbal communication skills and telephone etiquette - Strong writing, spoken, and email communication skills Good to have: - Passion for great customer experience and delight - Ability to remain calm and collected under pressure - Display patience and empathy while assisting customers - Eagerness to learn and innovate - Agility to adapt to a fast-paced and evolving environment InVideo offers a 5.5-day workweek with 8-hour shifts for 5 days and a 4-hour shift on the remaining half-day. The role requires working in a rotational shift within a 247 support environment, offering uncapped sales incentives and competitive salaries. As a Customer Technical Support Representative at InVideo, your role is crucial in driving proper adoption of the product and upselling while ensuring the highest level of customer delight and value. You will directly engage with customers, acting as their advisor and primary point of contact. Your main goal is to deliver happy, satisfied, and loyal customers. Additionally, you will create and maintain resources such as FAQs, tutorials, troubleshooting guides, and surveys to ensure customers have easy access to important information about InVideo. Responsibilities: - Serve as the primary contact for all customer-facing support and service issues - Communicate with customers via email and live chat, addressing inquiries promptly with excellent interpersonal skills - Maintain a deep understanding of InVideo products technically and functionally - Resolve customer queries, technical and non-technical, and provide appropriate solutions - Educate customers on relevant features tailored to their business needs and effectively pitch sales - Investigate problems, verify facts, and provide resolutions - Handle multiple queries efficiently and focus on upselling opportunities - Identify and document customer pain points to improve support procedures - Collaborate with team members to resolve common or critical technical issues - Maintain a punctual and professional attitude with a project management mindset - Stay updated on InVideo tool updates and changes Required Qualifications & Skills: - Bachelors degree in Engineering or Computer Science - 0-2 years of customer support experience - Excellent English verbal communication skills and telephone etiquette - Strong writing, spoken, and email communication skills Good to have: - Passion for great customer experience and delight - Ability to remain calm and collected under pressure - Display patience and empathy while assisting customers - Eagerness to learn and innovate - Agility to adapt to a fast-paced and evolving environment InVideo offers a 5.5-day workweek with 8-hour shifts for 5 days and a 4-hour shift on the remaining half-day. The role requires working in a rotational shift within a 247 support environment, offering uncapped sales incentives and competitive salaries.