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Customer Support Specialist

| Greater NYC Area
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Bring your authenticity, empathy, and curiosity about our industry to help our client base of amazing creators use our product. Let's chat!

 

About Frame.io

Frame.io is changing the future of how videos are made by helping over 1 million creative professionals seamlessly collaborate from all over the world. 

We’re backed by Accel, SignalFire, FirstMark, Jared Leto, and a host of other amazing investors. Our market-leading product is used and loved by companies such as Turner, Disney, NASA, Snapchat, BBC, BuzzFeed, TED, Adobe, Udemy, and many more.

We’re in an exciting period of growth and are on the hunt for talented and passionate individuals who share our vision for helping visual content creators produce their best work.

 

About the Support Team

The Frame.io Support team is based in NYC while having representatives in Dublin and Los Angeles. With these three cities combined, we're working towards covering support 24/7. The team delivers solutions, troubleshoots issues and provides an over-and-above positive experience for users in 180+ countries. Support Representatives are responsible for working directly with our Frame.io customers to help them get started, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our product design and development teams.

99% of support is done online through a customer messaging platform called Intercom. The team also digs into the technical questions about our product with the JavaScript console, hosts weekly training webinars for customers, owns an internal on boarding program for all new hires, and writes/updates the external knowledge base as Frame.io continues to develop.

If you think you're up for the challenge, be ready to join the conversation. In just a few weeks, you’ll accumulate so much knowledge about Frame.io, you may never have to consult our FAQs again. Not only will you be surrounded by some of the nicest folks in the company, you'll be in direct interaction with the amazing members of the extraordinary Frame.io community.

 

About the Role

This is a full-time position working in the New York City headquarters. On average, you will chat with 30-50 clients per day through Intercom, helping troubleshoot issues or instructing best practices. While being a proactive support team, we identify what they're trying to do and offer the correct solution rather than just listening to their question and only offering that answer. 

You are flexible with your hours and able to cover earlier/later shifts. You’re also flexible with working Tuesday-Saturday or Sunday-Thursday.

With training, you'll understand the workflow processes people are trying to solve and how to educate users towards Frame.io's solution to save them time and increase productivity. 

Our clients use video editing softwares such as Adobe Premiere, After Effects, Final Cut Pro X and others. Experience using advanced video editing software is necessary for this role.

Our Support Team provides a valuable feedback loop between our customers and the Engineering / Product Teams. As a team who works directly with our community, you’ll be collecting and sharing member suggestions, as well as pain points, directly with the rest of the company.

 

Requirements

  • Would love to see a cover letter so we can see your writing technique

  • 1-3 years Customer Support, proven to move up in ranks

  • Have a strong work ethic, ability to work autonomously and “own the queue”

  • Post-Production experience necessary

  • Prior editing experience in Adobe Premiere/After Effects or FCPX necessary

  • Excellent verbal and written skills

  • Creative thinker always looking for alternative solutions

  • Understand the value and challenges of working in a start-up environment

  • Meticulous attention to detail

  • Willingness to keep a flexible schedule, which will include some night shifts, weekends and holiday hours

 

Responsibilities

  • Provide thoughtful, personalized communication to 30-50 Frame.io users per day

  • Effectively resolve customer inquiries in a considerate and timely manner

  • Investigate technical issues and see them through to a resolution/solution

  • Ability to maintain successful team and individual KPIs

  • Make active contributions to help achieve team goals and KPIs

  • Navigate Adobe Premiere and FCPX workflow questions

  • Identify, escalate and prioritize bugs found in the software using JIRA

  • Communicate with the product and engineering teams regarding customer feedback

 

Bonus Points if you have

  • Multilingual

  • Experience troubleshooting with the JavaScript Console

  • Understanding Adobe's JavaScript interface and node.js

  • Understanding of front-end frameworks: React and Redux

  • Familiarity with native mobile development

 

Benefits

  • Competitive salary and equity

  • Medical, Dental, & Vision Insurance

  • OneMedical membership 

  • Daily catered lunch & fully stocked kitchen with cold brew on tap

  • Unlimited PTO

  • Volunteering paid time off

  • Work From Anywhere Week

  • Pre-tax commuter benefit

  • Discounted gym membership

  • ClassPass discount

  • Free Citi-Bike membership

  • Paid parental leave

  • Flexible Spending Account

  • Influence in a small, fast paced team

Our philosophy is simple. At Frame.io, we believe that working with people of different backgrounds and perspectives allows us to elevate each other and helps us build a better product for our users.

We’re proud to be an equal opportunity employer, and are committed to providing all employees with a work environment that celebrates individuality and remains free from any form of discrimination and harassment. We base our employment decisions on the needs of our business, job requirements, and applicants' qualifications. In other words, we only care that you’re the best person for the job.

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