MULTI-PRODUCT OVERNIGHT SUPPORT REPRESENTATIVE Critical Mention
At Critical Mention, the culture is customer-first. The products are disruptive and prospects are consistently wowed by them. Our current and future clients include every organization that gets media coverage, whether it?s on TV, online news sites, blogs, social media or forums -- from Fortune 100 companies to start-ups, no matter the industry or vertical.
Critical Mention is a great place to work, where you?ll be surrounded and supported by like-minded colleagues in a new, modern office, supported by innovative marketing, technology and talent. We also rented a summer beach house for staff to use on Fire Island, have beer delivered for the team to celebrate Friday afternoon's arrival, and encourage office ping pong games once the day's work has been put to bed. Oh, we're also profitable and growing at a rate of 40% this year. If you are looking for a fun and engaging experience, we look forward to hearing from you
Life and Accident Insurance
Medical and Dependent Care FSA
Employee Assistance Program
Vacation, Sick and Holiday Time
Critical Media is seeking an overnight customer support representative for users of the company?s web-based software platforms ? Critical Media and Syndicaster. Critical Mention serves PR professionals who rely on the platforms to monitor and analyze media coverage. Syndicaster provides tools for news outlets to publish and syndicate their video clips, providing a video ecosystem for editing, distributing, and managing digital video content.
The Overnight Support Representative will work from midnight to 8 am, Eastern Time.
It is the role of the Support Representative to ensure customer satisfaction and retention through fulfillment of orders, delivery of training, understanding individual user requirements, and troubleshooting and escalating technical and service issues. Every Account Manager is responsible for owning and maintaining the client relationship for the contract duration.
The Support Representative will field phone calls and monitor support emails from Critical Media clients/partners and will perform platform tests to validate the operation of the company?s products and services. He/she will respond to customer concerns promptly and courteously, will escalate technical issues to Technical Operations and Product Engineering groups and will train clients using the products for the first time.
Courteously answer and respond to client/partner phone calls and emails.
Master the use of multiple Critical Media products.
Client product demonstrations, onboarding and platform training.
Customize the user experience where capable.
Identify and distinguish between usability, technology, network, appliance and platform issues as the source of a client concern.
Utilize the company?s support email and ticketing systems to document and track client issues.
Work closely with Engineering, Operations, Sales and Product Management colleagues to resolve client concerns.
Properly escalate product issues.
Hardware deployment monitoring.
Ensure client issues are resolved in a timely manner.
2-5 years of direct customer contact with experience maintaining and growing revenue from an existing customer base.
Experience working with business partners with issues surrounding technical integrations and content delivered by RSS feeds and APIs.
Track record of building productive working relationships that solidify renewal deals and alerting Sales Reps in a timely manner about upsell opportunities.
Must be an expert user of Google Mail, Google Drive (Docs), and MS Office.
Must be familiar with Google Analytics and online reporting metrics.
Must be a web surfing guru who knows or can master Boolean search expressions.
Must have knowledge of video and audio formats and basic editing and publishing terminology
Organized individual who can a handle high-volume of alert emails, and track and distribute relevant, breaking news stories.
Knowledge of the PR, Corporate Communications and Broadcast News industry a plus.
Video Ad Server knowledge and training is a plus.
Knowledge of HTML a plus.
Maintenance of a blog or website is a plus.
Excellent verbal, interpersonal and written communications skills.
Plans and carries out responsibilities with minimal direction.
In your cover letter, please address your experience with the following:
Solid experience with client support
Multiple OS experience - Linux, Windows, OSX
Excellent organization skills
Excellent communication skills
Understanding of online video formats
Experience in a high stress environment where you had to learn and acquire skills rapidly.
All your information will be kept confidential according to EEO guidelines.
Must be legally authorized to work in the U.S.
||1776 Broadway |
New York, NY 10019