Support Engineer 1

Remote

The company you’ll join

Evercast is the first real-time collaboration platform built for creatives by creatives. It combines video conferencing, HD live-streaming, and full-spectrum audio in a single web-based platform. No matter where in the world they're located, users can securely stream any creative workflow with ultra low latency and uncompromising quality. With features made specifically to facilitate creative collaboration, Evercast offers a digital experience that mirrors the ease and productivity of a team sitting shoulder-to-shoulder.

A recipient of the 2020 Engineering Emmy award, Evercast is trusted by major Hollywood studios, including Netflix, Warner Bros, HBO, and Sony Pictures -- as well as industry-leading creative agencies such as BBDO and Hogarth International. Each and every day, thousands of creative professionals use Evercast to collaborate remotely with their teams.

About the role

The Support Engineer serves as the primary point of contact for Evercast clients and is expected to provide high quality information through customer service and technical support. Additional responsibilities include educating current and potential clients on Evercast offerings, maintaining client incident information via Zendesk ticketing system, maintaining and updating Support knowledge base. 

The work you’ll do

  • First line of response for inbound client calls, emails, and chats, as well as making outbound calls to clients requesting technical assistance
  • Respond to client inquiries in a swift manner via a variety of channels (phone, chat, email) while capturing and entering incident information accurately
  • Provide technical troubleshooting support for incoming client inquiries related to computer systems, network, and pertinent software and hardware
  • Follow the Tier 1 Escalation Policy for unsolvable Tier 1 incidents, as well as follow-up on escalated ticket resolution as an effort to build upon client knowledge, troubleshooting, and resolution skill set
  • Builds relationships with clients that creates a positive experience ultimately fostering respect and trust through professionalism and discretion
  • Stay up to date with knowledge of Evercast services by reviewing essential tools, and reference documentation
  • Assist with new client onboarding, account creation, and information checking
  • Listen, ask questions, and utilize the tools given to improve the quality of work
  • Additional responsibilities may be added as the needs of the business change and expand

What we’re looking for

  • Be flexible to work in a 365, 24/7 weekly schedule rotation (1st shift: 8am-5pm PT, 2nd shift: 4pm-1am PT, Graveyard: midnight - 9am PT)
  • One+ year previous customer service experience, preferably in a contact call center environment
  • Experience with CRM (customer relationship management) and ticketing systems such as HubSpot, Jira, Salesforce, Zendesk, etc. is preferred
  • Technical troubleshooting customer experience is required
  • Experience in editorial, video editing, sound editing, and/or have knowledge of NDI, Pro-tools, AVID, OBS, Media Composer, Premiere, is preferred
  • Prior experience/knowledge of the Hollywood industry (roles, terminology) is a plus
  • Proficiency in Microsoft and Apple Operating Systems
  • Proficiency in networking/internet systems preferred
  • Have strong interpersonal skills (both written and oral), excellent phone etiquette, strong listening skills, and be detail oriented
  • Ability to develop strong rapport with client early on in the customer interaction
  • Demonstrate ability to successfully transition escalated client inquiries into positive interactions
  • Possess a positive attitude, think creatively, be flexible, and embrace change
  • Work in a fast-paced, results-oriented environment
  • Enjoy/thrive on autonomy and be results focused
  • Works well independently and within team environment
  • Be highly motivated and prepared to work hard
  • Be open and receptive to constructive feedback from Team Leaders, Management, and peers

Please note: 

  • This position is fully remote
  • Must be USA or Canada based
  • We do not offer sponsorship
  • Fluency in Spanish is a plus

We take care of our team

We strive to have parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Mission driven: We are not just another startup — we’re a group of passionate individuals who truly care about creatives. We believe that creativity brings people together from around the world, and our software exists to facilitate creatives working together, no matter where they are.
  • Impact: We are making a huge impact in the lives of creatives. We encourage every employee to push the envelope. Our best ideas come from out-of-the-box-thinking and innovation.
  • Compensation: Competitive pay based on the work you do, not your previous salary.
  • Benefits + Perks: 100% remote, top-tier health insurance, unlimited paid time off, generous procurement program, and more.

We value diversity

Evercast is committed to creating and nurturing an environment where anyone can be their authentic self. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

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Support
Support Engineer 1
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