Technical Support Specialist - Eastern US Timezone

Screencast-O-Matic - United States (30+ days ago)


We're currently looking for a exceptional software technical support representative who can work from their home office located in the Eastern US Timezone. We take pride in providing superior support to our customers throughout the world. At Screencast-O-Matic, we strive to deliver both free and premium screen recording software that is easy and fun to use, and our Support Representatives are critical to realizing that mission.

What you will do

  • Provide technical support to users on Windows and Mac computers.
  • Prioritizing, processing, and resolving customer needs
  • Educating customers on our products, including online tools and self-help tutorials
  • Create detailed and straight forward knowledgebase articles and help tips
  • Evangelizing the Screencast-O-Matic brand through a deep understanding of our mission and products, and positively reflecting that brand to our customers
  • Testing new features to make sure they are customer ready

Requirements

  • Our team provides support exclusively via email, so excellent written communication skills, with ability to convey information clearly and accurately
  • Experience in troubleshooting Windows and Mac audio and device issues
  • Experience in troubleshooting Web Browser issues
  • Experience with Software as a Service (SaaS) and/or software applications technical support
  • Ability to determine solutions to complex problems
  • Advanced critical thinking skills.
  • Desire to learn and develop a mastery of our software and services
  • A passion for working with consumers and helping them achieve their goals
  • Ability to work independently with minimal supervision

Nice to have

  • Multilingual (preferred languages Spanish, French, German)
  • Experience writing test plans and executing test cases
  • Quality assurance methodologies

Job Type: Full-time

Experience:

  • troubleshooting application software on Mac OSX: 2 years (Required)
  • troubleshooting application software on Windows: 2 years (Required)

Language:

  • an additional language (Spanish or French or German) (Required)