Customer Support Representative, Restream
+ Equity packages
More information about location
Browser-based live-streaming platform
Job no longer available
Browser-based live-streaming platform
21-100 employees
Job no longer available
+ Equity packages
More information about location
21-100 employees
Company mission
To empowering brands to create and connect through live video.
Role
Who you are
- 2+ years in a customer-facing support role for a SaaS product, with a strong preference for candidates with hands-on experience in the live streaming ecosystem (OBS, Restream, etc.)
- A natural problem-solver with proven experience in troubleshooting complex issues for a web-based SaaS product. You are comfortable digging into technical problems to find the root cause
- Demonstrable experience collaborating with Engineering or other resolver groups, including writing clear, detailed bug reports and seeing complex issues through to resolution
- Excellent written communication skills and proven ability to handle frustrated or technically challenged customers with patience, empathy, and professionalism
- Proven ability to manage a high volume of concurrent chats/tickets, consistently delivering timely, accurate, and high-quality resolutions
- You have a strong sense of ownership. You see customer issues through to their final resolution and are proactive in preventing them from happening again
- A proactive, self-starting mindset. You don't just solve the problems before you; you look for ways to improve processes, workflows, and the customer experience
- This is a fully remote position with the following assigned shift: 4 PM to 1 AM UTC, from Sunday to Thursday (Friday and Saturday are your days off)
What the job involves
- Our Support team is growing, and we’re looking for a Customer Support Representative who is passionate about helping people, thrives in fast-paced environments, and shares our belief in the power of live video. As the first line of contact with our users, you’ll be the voice of Restream, turning every support interaction into an opportunity to create an exceptional customer experience
- Engage directly with Restream users via live chat, email, and social media to provide fast, friendly, and accurate assistance
- Be an expert on Restream’s platform, staying updated with product changes and live streaming trends to provide informed support and guidance
- Solve user challenges related to livestreaming on platforms like YouTube and Twitch, ensuring creators have all the tools to succeed
- Troubleshoot and escalate technical issues, collaborating with our Engineers for timely resolution
- Advocate for customers and collaborate across teams by sharing user feedback with Product, Engineering, and Marketing
- Contribute to support quality by participating in ongoing learning and team-wide initiatives to improve workflows, support content, and the customer experience
- Foster customer loyalty by proactively sharing tips, best practices, and hidden gems of our product in every interaction
Our take
Restream is a robust ecosystem of tools which enable creators and enterprises to stream live and pre-recorded content across various social platforms simultaneously. Removing the need to switch between tabs to chat and engage with an audience, Restream allows users to read and reply on one screen.
With implications for those wanting to connect with their audience across all channels, the company offers a scheduling service and automated recorded video broadcasts, as well as analytics to measure success using data-driven insights, all visible in one place. This alleviates the need for extra tools and shifting between different pages to collect data. Restream's platform is trusted by millions of businesses, including Microsoft, Adobe and BMW.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2020
$50m
SERIES A
Mar 2019
$2.8m
SEED
Total funding: $60.7m
Company benefits
- Startup environment and a flat company structure
- Work closely with founders and team to build and grow the product
- Direct influence and impact on the direction of the product and development
- The ability to create something that influences people's lives
- Equity options
- Gear
- Health, dental & vision
- Flexible PTO
Company HQ
Congress Avenue Historic District, Austin, TX
Leadership
Andrew Surzhynskyi
(Co-Founder & CTO)They worked for almost 2 years as a Freelance Software Engineer, before working for a year at Tutorsband.com. They co-founded Restream in December 2014.
Alexander Khuda
(Co-Founder & CEO)They studied at the National Technical Institute of Ukraine before founding Praeda Agency, AutoMag, MetoYou, and Tutorsbrand. They left their position at the latter as CEO to co-found Restream in 2014.
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