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VidalyticsCustomer Happiness Rep (SaaS Tech Support)Sep 13Full-Time/North America Only

  • Remote/Home-based
  • Anywhere
  • Posted 7 months ago

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), AST (UTC -4), NST (UTC -3:30)

Do you get pleasure from being part of an entrepreneurial crew, all working collectively working at full velocity to ignite a disruption within the tech business? Are you additionally focused on main and rising our Buyer Success division, and dealing with our customers to make sure exemplary tech help and repair?
We’re Vidalytics.com. A video advertising platform that helps entrepreneurs scale their companies within the face of larger, better-funded rivals. We do that with the superior instruments in our video advertising & internet hosting platform. We’re 6 years previous and rising 50-100% per 12 months. And also you’re going to be part of the crew that may add just a few zeros to that progress price. 
What You’ll Be Doing (Job Duties)
  • Reply tickets from customers who’re utilizing our video participant on their web site. Bonus if you can’t simply assist clear up their tech challenges, however obtain the most effective advertising outcomes with our instruments 
  • Setup plans and invoices for customers in our billing platform (Chargify) 
  • Work with builders to resolve bugs customers are experiencing  and ensure nothing falls by the cracks
  • Personal the client dealing with assist docs for Vidalytics
  • Often get on video calls to demo new options or clear up complicated help points 
  • Outreach to customers that go over plan limits and hand off to gross sales
  • Assist help affiliate companions
  • Replace inside documentation 
  • Arrange automated messages and bots to automate repetitive duties / help inquiries
  • Quarterback consumer associated duties, like DMCA Experiences and chargebacks
Necessities
  • 2+ years of expertise in Buyer Assist/Service or Tech Assist position, ideally for a SaaS or technical product 
  • Tech savvy – you want to have the ability to rapidly decide up utilizing new software program and technical matters, however don’t fear we’ll assist practice you and level you in the appropriate path
  • Wonderful communication abilities, written and verbal, you’ll be speaking with our customers always
  • Wonderful problem-solving and decision-making abilities
  • Autonomy – we gained’t maintain your hand, however deadlines have to be met. That is particularly essential since we’re a distant crew
  • Impeccable consideration to element
  • Empathetic method to serving to our customers succeed
  • Entrepreneurial – we’re a startup, so that you’ll get to put on a number of totally different hats
Good to Have’s
  • Primary understanding of HTML / CSS / Javascript ideas (we’re a SaaS in any case!)
  • Means to work with touchdown web page builders similar to ClickFunnels or Convertri for help functions 
  • Skilled with Intercom, ClickUp and Jira (at the least acquainted)
What You’ll Love About Us (Advantages and Perks)
  • Excessive efficiency firm tradition. You gained’t be a cog in a machine. Moderately you’ll be a key member of a excessive efficiency crew that’s getting shit carried out. It is a place to develop and understand your potential, it doesn’t matter what degree you’re at in your profession. 
  • No workplace politics. We’re small and flat. There isn’t a bullshit of attempting to bop round delicate matters. Divert assets from different division’s tasks. We’re direct, we’re trustworthy, we’re right here to perform large audacious targets. 
  • We worth your concepts. At Vidalytics, my door is all the time open. Need assistance? Let’s discuss! Have a imaginative and prescient for the way forward for the corporate? I wish to hear it! Assume I suck at my job? Assist me develop! 
  • Relaxation and leisure. Workers get 20 days of PTO. 
  • Skilled growth. Need to proceed your training? Vidalytics pays for lessons, conferences, and extra.
  • You’re greater than an worker, you’re an individual. Each co-worker you’ll meet is dedicated to treating you with respect and kindness. You gained’t hear stuff like, “It’s simply enterprise.”
  • It is a resume-making place, the place you’ll be taught lots and have a number of duty. You don’t have to attend for somebody to die or retire to maneuver up, like in a mega-corp. 
  • Entrepreneurial to our core – Not solely are we a startup, however we want intrapreneurs that may assist us scale, and we’re seeking to begin different sister corps in time to type a portfolio of corporations, which you might be a co-founder of.
Vidalytics’ Values 
(Sure, We’re Really Severe About These)
1 –Meritocracy – we’re constructing a Meritocracy, the place the most effective concepts win — not primarily based on who has the larger title. We use information to reply questions, we check concepts, we ask what’s proper not who’s proper. 
2 –Direct & trustworthy communication (transparency) – to achieve success we now have to face the reality – each about ourselves, work, our strengths and weaknesses. This begins with one another, which implies we give direct suggestions. So be at liberty to argue your factors. While you carry this angle to your occupation, it turns into a spot of non-public growth and self-actualization. 
3 –Possession & Accountability – the most effective persons are those who OWN their place, duties and even issues that transcend their ‘day after day obligations’. They by no means say, “that’s not my job.” As an alternative, they proactively spot issues and clear up them. Afterall, we’re a startup, we have to “determine it out.”
4 – Excessive Efficiency – We’re constructing a crew of excessive efficiency. If somebody desires a simple job that doesn’t problem them, they shouldn’t work right here. It is a place to develop, be taught and see what you’re fabricated from. For hyper studying. 
5 – No assholes – Doesn’t matter how good somebody is at their job, if they will make life suck for different individuals on the crew, then they aren’t welcomed at Vidalytics.
Cheers,
‍
Patrick Stiles 
Founder / CEO @ Vidalytics

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