Technical Support Specialist - NYC

| 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, FirstMark, Insight Partners, SignalFire, 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 specialists in Dublin, Florida, and Los Angeles. The team delivers solutions, troubleshoots issues, and provides an over-and-above positive experience for customers in 180+ countries. Support Specialists are responsible for working directly with our customers to help them start their first project, 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 Engineer teams.

If you think you're up for the challenge, be ready to join the conversation. In just a few weeks, we'll cram your brain so full of Frame.io knowledge, 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 at headquarters in New York City. This shift will be covering 9am-6pm EST Sunday-Thursday. The first 90 days will be 9-6 Monday-Friday for training.

On average, you will chat with 30-50 clients per day through Intercom, troubleshooting issues or instructing best practices. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question.

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 preferred for this role.

(iMovie, Windows Movie Maker nor mobile video editing apps count as an advanced video editing software)

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 user suggestions, as well as pain points, directly with the rest of the company. 


What does a typical day look like?

You send a “Good morning! 👋” message over Slack to the rest of the team, and catch up on what's been happening during the LA evening shift and Dublin workday in our team channel. Intercom is the next app you open, you check your queue and see that 14 customers replied to you overnight with complex details regarding their issues. You love this kind of technical work and look forward to the challenge.

When a customer asks “Are there Python hooks that allow me to upload into a project?” you know how to answer them with the API and also give instruction using our Zapier integration.

Another conversation requires referencing our backend tool to see a customer’s proxy transcode information. You’re not sure how to get this information, so you reference the internal documentation for answers. You find the reference, but double check with your Manager if your response would be correct. She says it is, and you decide to update the documentation to be a little more clear. You love writing up these guidelines so you know how to look up transcode metadata in the future.

A customer that’s on an older subscription is confused about their pricing and they’re very frustrated and confused because it doesn’t match the current pricing page. You completely empathize with them, and your response diffuses their anger, solves their confusion, and you deliver more context around the difference between the subscriptions.

The Dublin team is signing off, which means your queue is about to increase but you’re ready for it because you closely follow your schedule. A customer presents a peculiar issue but the Engineer team is now offline, so you try to find if someone else has reported this. You searched through the Bugs Board in Jira and couldn’t find anything. You search Intercom conversations and Slack channels. You try to recreate the issue on your own account in all of the browsers, but can’t reproduce it so you create a new Bug ticket.

At the end of your day, you think about the tasks you want to accomplish tomorrow and build out your calendar accordingly. Before you go, you send a message, “I’m taking off, team!” over Slack to the LA Support Specialists.

Sounds like a fun day, right? If so, let's chat.


Requirements

  • 1-3 years online customer support experience
  • Excellent verbal and written skills
  • Basic knowledge of JSON, JavaScript, Ruby, Python, or other languages that work with our API
  • Willingness to keep a flexible schedule, which will include some weekends and holiday hours
  • Would love to write a cover letter so we can see your writing technique
  • Willing to complete two assignments: example customer questionnaire and an API assignment

Responsibilities

  • Provide thoughtful, personalized communication to 30-50 Frame.io users per day who range from experienced developers to non-technical customers
  • Effectively resolve customer inquiries in a considerate and timely manner
  • Investigate technical issues and see them through to a resolution/solution
  • You would love to be a technical liaison between Support and Engineering
  • Navigate Adobe Premiere and FCPX workflow questions
  • Identify, escalate and prioritize bugs found in the software using JIRA

Bonus Points if you have

  • Post-Production experience
  • Prior editing experience in Adobe Premiere/After Effects or FCPX
  • Interest in acting as an Advocate for internal/backend tools such as technical account set-up
  • Understanding of front-end frameworks: React and Redux

Benefits

  • Competitive salary and equity
  • Paid parental leave for primary or secondary caregivers
  • Unlimited PTO and designated Volunteering paid time off
  • Work From Anywhere Week
  • Yearly stipend for learning and development
  • Medical, Dental, Vision Insurance and OneMedical membership
  • Pre-tax commuter benefit and Flexible Spending Account
  • Daily catered lunch & fully stocked kitchen with cold brew on tap
  • Discounted gym membership, Classpass discount and Free Citi-Bike membership

Our Philosophy

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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Technology we use

  • Engineering
    • JavascriptLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ReactLibraries
    • ReduxLibraries

Location

22 Cortlandt Street, New York, NY 10007

An Insider's view of Frame.io

What are some social events your company does?

Even with fun seasonal events, there are 2 recurring ones that stick out to me. We have a Meet the New Hires happy hour where new folks get to meet others from the company that otherwise they might not. The other is the monthly birthday celebration where we hang out, have some treats, and hype up that month's birthdays as they spin our prize wheel.

JP

Office Coordinator

What projects are you most excited about?

At Frame.io we’re re-imagining workflows and encountering unique problems all the time. I love tackling projects that at first feel like a completely tangled mess. Being heads-down on it for a while, then pulling back to see the full picture and going “Aha! This totally makes sense now.” I love that feeling!

Carolina

Product Designer

What makes someone successful on your team?

Organization, time management, and grit are three traits that make someone successful on the Business Development Team. Sales in general is definitely a rollercoaster ride and not every month is the same. As a BDR, staying even-keeled through both the good & tough times always leads to success!

Matt

Sr. Business Development Representative

How do you make yourself accessible to the rest of the team?

Being accessible requires self-awareness as a manager. I communicate consistently with my team that I’m available to help tackle issues remotely or in person. In the office, I sit in a visible area close to my team so that swinging by my desk to AMA feels casual. Ultimately, it’s about creating an environment where asking for help feels low stakes.

Rachael

Director of Sales Strategy

What's the biggest problem your team is solving?

Our mission is to build the future of cloud collaboration for video. Our challenge is to realize that mission with an application that is performant, fluid, and delightful to use, even when you’re working with massive amounts of media. Every day we come to work and ask how we can push the limits of what’s possible in a web application.

Sam

Director of Enterprise Product

What are Frame.io Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Frame.io offers employees professional development opportunities like annual individual budgets for training, onsite training courses, and the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Promote from within
Customized development tracks
Paid industry certifications
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