Technical Support Representative (Part-time) at BoxCast

Job Description

Technical Support Representative (Part-time) at BoxCast

How You’ll Make An Impact

BoxCast is searching for a part-time Technical Support Representative to join our friendly, knowledgeable Customer Success team. As a Technical Support Representative, you’ll make using our products easy for customers and their viewers. We’re a team of curious minds, learners, and tinkerers. We care more about “getting it right” in the end than we do about being right. If you are a natural helper who is motivated by empowering organizations to build communities, let’s talk.

What You’ll Do

• Establish delightful working relationships with clients

• Provide Tier-1 technical support and guidance to resolve issues

• Answer phone calls, chats, and email inquiries from clients and viewers

• Respond to all concerns in a timely manner

• Track incidents in Intercom per company standards

• Resolve hardware and software problems

• Coordinate referrals to appropriate technical resources and personnel

• Onboard new customers setting up BoxCast for the first time

• Our team supports clients and viewers during the following hours: Monday – Saturday 9am – 9pm, Sunday 7am – 8pm

How You’ll Display Our Values

• Integrity: always act with the customer’s best interests in mind

• Collaboration: interact collaboratively with your teammates as well as all other BoxCast departments to provide information and feedback regarding customer interactions and requests  

• Judgment: listen closely to the customer and use your best judgment to determine the right solution that solves their request

• Achievement: passionate about providing world-class support to ensure the success of the customer

• Innovation: employ creative solutions to complicated requests

Must Haves

• Ability to recognize and solve problems effectively through thorough investigation and utilization of resources

• Willingness to go the extra mile to help clients be successful

• Strong verbal and written communication skills

• Ability to interact appropriately with customers of all levels and backgrounds

• Extensive computer knowledge and a willingness to learn more

• Attention to detail

• Team-oriented

• Previous experience in a professional setting

• Ability to multi-task in a fast-paced environment

• Willingness to work evening and weekend hours

Nice to Haves

• Understanding of Live Streaming ecosystem

• Audio/Video, networking, or basic coding skills

• Prior customer or technical support experience

• Experience with HubSpot CRM, Slack, Intercom, Google Apps

Work Schedule

• This role will be roughly 20-25 hours per week, nights and weekends.

$16 – $18 an hour

BoxCast is a live streaming company based in Cleveland, Ohio, but we serve broadcasters and viewers in more than 200 countries. Our founders launched BoxCast back in 2013 with one purpose: to make people part of the experience.

Since then, we’ve helped thousands of people connect with their communities and reach those who can’t attend events in person. Our vision is to be the best live streaming company for organizations — always evolving and pursuing better ways to amaze our customers. We pride ourselves on our company values of integrity, collaboration, judgment, achievement, and innovation.

BoxCast is proud to be an Equal Employment Opportunity employer.

Sponsorship for work authorization for foreign national candidates is not available for this position.