Customer Support Representative (EMEA)

Prague - Czech Republic

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

At Restream we believe everyone has a story worth sharing. Were on a mission to empower content creators to share theirs with the world through high-quality accessible video tools.

Our Support team is growing and were 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 youll be the voice of Restream turning every support interaction into an opportunity to create an exceptional customer experience.

What Youll Do

Engage directly with Restream users via live chat email and social media to provide fast friendly and accurate assistance.
Be an expert on Restreams 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.

What We Look For

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 dont 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: 8 AM to 5 PM UTC from Sunday to Thursday (Friday and Saturday are your days off).

Back in 2015 Restream was founded in Ukraine. We had a burning passion for helping creators to be seen and heard. As the #1 multistreaming solution Restream inspires over 10 million people worldwide to share their stories through live video and follow their dreams. We believe that a small but highly driven and focused team can make a lasting impact in peoples lives.

What We Offer

A startup environment and a flat company structure
Work closely with founders and team to build and grow the product
Opportunity to make an impact on the evolution of the product
Ability to create something that influences peoples lives
Equity packages for you to truly be a part of the Restream journey
The tech you need to get your job done

Required Experience:

Unclear Seniority

At Restream we believe everyone has a story worth sharing. Were on a mission to empower content creators to share theirs with the world through high-quality accessible video tools.Our Support team is growing and were looking for a Customer Support Representative who is passionate about helping peopl...

At Restream we believe everyone has a story worth sharing. Were on a mission to empower content creators to share theirs with the world through high-quality accessible video tools.

What Youll Do

Engage directly with Restream users via live chat email and social media to provide fast friendly and accurate assistance.
Be an expert on Restreams 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.

What We Look For

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 dont 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: 8 AM to 5 PM UTC from Sunday to Thursday (Friday and Saturday are your days off).

What We Offer