Zencastr Technical Support Representative

Company Description

At Zencastr, we're dedicated to empowering the voices of the world through innovative podcasting solutions. As a fully distributed team of passionate individuals, we're committed to pushing the boundaries of podcast creation and supporting our users one voice at a time. 

Team Description

Customer Success Team is a group of frontline advocates, cultivating relationships and empowering users to create the best possible content. The support team handles requests, complaints, and feedback via chat and email. We use knowledge of the Zencastr platform to support users and serve as a resource for escalated and technically complex cases. We are an energetic, empathetic, and passionate team that enjoys teamwork, helping others, and taking on new challenges in this fast-paced environment. 

Role Description

Do you have a reputation for being highly technical? Are your peers in awe of your customer service and troubleshooting skills? Do you have an innate passion for driving Customer Success through critical thinking and creative approaches? If so, then Zencastr’s Customer Success Team would like to talk to you!

Responsibilities

Provide prompt, efficient, and detailed support to Zencastr users via email and chat to understand their needs and ensure their success with Zencastr

Work with customers to understand how they use Zencastr’s products to resolve their issues 

Master case resolution, customer concerns, and utilization of feedback

Achieve expert working knowledge of our products

Troubleshoot & replicate reported bugs and clearly document customer feature requests 

Identify and document the reason the customer contacted us and advise on any forming trends that may impact the larger customer base

Identify process improvements and other product features to reduce the number of customer inquiries

Flourish in a high-growth tech environment where change is constant

Willing to work full-time and on a shifting schedule

Requirements

At least 3 years of experience in a customer-facing position in a technical support environment (preferably SaaS)

Excellent interpersonal skills and multitasking abilities

Superb written and verbal communication skills

Positive attitude, empathy, and high energy

Ability to take initiative and adapt

Strong team player possessing the willingness to seek feedback, adapt practices, and continuously learn and evolve

A love of podcasts and/or experience creating podcast content

You’ll Stand Out With:

Experience using Google Suite, Stripe, Intercom Messenger, and Slack

Experience using audio editing software (like Audacity, Garageband, or Adobe Audition)

Experience using video editing platforms (like Capcut, Filmora, DaVinci Resolve, or iMovie)

Why Zencastr? 

100% Remote

We are focusing on building a connected, engaged culture regardless of where our people are located. As a Zencastr team member, you can work from anywhere that has good internet. Whether you’re an adventurer looking to travel the world while still pursuing your career, a parent or caregiver who wants a job that allows them to spend more time with family, or somewhere in between, our employees have the freedom to contribute where you do your best work.

Compensation and Benefits

$9-$11/hour rate, depending on experience

Paid health card/HMO after 3 months with the company

3 weeks of Paid time off/year

8 hours birthday off/year 

12 days paid company holidays/year

12 weeks of 100% Paid Maternity/Paternity Leave for eligible employees

Stock option package after a year with the company