Restream

Customer Support Representative

Restream

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Europe

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About the role

  • Engage directly with Restream users via live chat, email, and social media to provide fast, friendly, and accurate assistance.
  • Be an expert on Restream’s platform, staying updated with product changes and live streaming trends to provide informed support and guidance.
  • Solve user challenges related to livestreaming on platforms like YouTube and Twitch, ensuring creators have all the tools to succeed.
  • Troubleshoot and escalate technical issues, collaborating with our Engineers for timely resolution.
  • Advocate for customers and collaborate across teams by sharing user feedback with Product, Engineering, and Marketing.
  • Contribute to support quality by participating in ongoing learning and team-wide initiatives to improve workflows, support content, and the customer experience.
  • Foster customer loyalty by proactively sharing tips, best practices, and hidden gems of our product in every interaction.

Requirements

  • 2+ years in a customer-facing support role for a SaaS product, with a strong preference for candidates with hands-on experience in the live streaming ecosystem (OBS, Restream, etc.).
  • A natural problem-solver with proven experience in troubleshooting complex issues for a web-based SaaS product. You are comfortable digging into technical problems to find the root cause.
  • Demonstrable experience collaborating with Engineering or other resolver groups, including writing clear, detailed bug reports and seeing complex issues through to resolution.
  • Excellent written communication skills and proven ability to handle frustrated or technically challenged customers with patience, empathy, and professionalism.
  • Proven ability to manage a high volume of concurrent chats/tickets, consistently delivering timely, accurate, and high-quality resolutions.
  • You have a strong sense of ownership. You see customer issues through to their final resolution and are proactive in preventing them from happening again.
  • A proactive, self-starting mindset. You don't just solve the problems before you; you look for ways to improve processes, workflows, and the customer experience.
Benefits
  • A startup environment and a flat company structure
  • Work closely with founders and team to build and grow the product
  • Opportunity to make an impact on the evolution of the product
  • Ability to create something that influences people's lives
  • Equity packages for you to truly be a part of the Restream journey
  • The tech you need to get your job done
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingproblem-solvingbug reportingcustomer supportSaaSlive streamingweb-based applicationstechnical issue resolutionworkflow improvementprocess improvement
Soft Skills
communicationempathypatienceownershipcollaborationproactivitycustomer advocacyteamworkadaptabilitytime management