Vidyard is the video platform that’s built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It’s the video tool of choice for Microsoft, LinkedIn, and thousands of other companies. We’re passionate about elevating our customers, our teammates, our communities, and ourselves.
Vidyard is looking for a Technical Support Specialist to join our Technical Support & Consulting team. Reporting to the Team Lead, Technical Support, you will be the first point of contact for technical support and troubleshooting for our customers. If you are someone with a friendly and compassionate attitude who is looking for an environment where everyone strives to support each other while coming up with solutions to support our products and services we’d love to chat with you! The focus of the role, first and foremost, is to provide exceptional customer service to our business clients. You will be part of our widely respected Technical Support team, predominantly working on issues that arrive via email and chat that relate to our video SAAS platform.
Success in this role is achieved by utilizing your technical and communication skills to own issues from start to finish. You can expect to analyze problem statements, gather required information, troubleshoot issues, determine root cause and work in collaboration with our product team/developers to find solutions. Communicating information with accuracy and empathy is critical to building trust with our clients and also internal staff (a.k.a the Vidyardians!), which will contribute to the overall team’s focus of a maintained high CSAT percentage. We love having people in the team with fun energy that will radiate positivity to our clients and the rest of the organization!
We receive a lot of applications for this position. In order to stand out and showcase your enthusiasm for working with video tools, record a 1-2 min intro of yourself using our extension or app, describing what led you to apply to this role and how your experience can make an impact within the team at Vidyard.*
Our Technical Support team consists of several Canadian based Technical Support Specialists as well as a small team based in the Philippines. You will be part of a larger team within Customer Experience called Technical Support & Consultancy, which also includes Solution Consultants, Technical Account Managers & IT.
The responsibility of the Technical Support team is to ensure that all customer issues are responded to and resolved in a timely manner. Our team members have a passion for working with cutting edge technology, but love working with people that require help to use our product effectively. The types of personalities that we deal with can vary from non technical to technical experts.
You will be reporting into the team lead of Technical Support, but also be in close communication with the Director of Technical Support & Consultancy. We all take part in daily meetings at 2pm ET to chat about what’s on our plate, remove any roadblocks and support each other!
As a Technical Support Specialist You Can Expect to:
Job descriptions can be overwhelming. We are all aboard at Vidyard and deeply value the unique experiences, abilities and opinions you possess, so if this role sounds like your next adventure, but you don’t feel entirely qualified, apply! We value candidates who own it, and if you’re relentlessly resourceful too, you might be exactly who we are looking for.
As we also value direct and transparent communication, you can expect to hear from our team even if you are not selected to move forward.
Remote @ Vidyard:
As a video-centric organization, Vidyard has mastered the art of remote work. Whether you are local to our collaboration space in Kitchener, Ontario, Canada, or you join us from elsewhere, you will be an integral part of the team.
Vidyard is dedicated to ensuring all Vidyardians have an opportunity to:
We believe working remotely shouldn’t cause any barriers, so from onboarding to day-to-day operations, your colleagues and leaders are only as far as a *virtual* tap on the shoulder away.
We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted. Unsolicited resumes from Agencies will not be accepted.
Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at [email protected].
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