Technical Support Specialist at Vidyard
Kitchener, CA
We're Vidyard, a leader in online video platforms for business and the most exciting tech start up in town! We built the Video Marketing category and are now expanding out to all things video to help businesses succeed! Located in downtown Kitchener, we have big plans to grow and are building a world-class team to help us meet and exceed our ambitious goals.

You’re ready to provide outstanding customer service and display patience and enthusiasm when helping people with varying technical experience. You love figuring things out and tinkering with new software. You have a natural gift for isolating issues and determining root cause.

If you are passionate about video, enjoy working directly with customers, as well as enjoy finding creative solutions to fit unique use-cases – we’d love to chat!

As a Technical Support Specialist, you will:

Be the first point of contact for technical support related inquiries for Vidyard platform
Work directly with customers via phone, email and online chat
Respond to questions from customers of varying technical expertise
Collect environment details, prioritize and escalate issues, determine root cause
Reproduce and diffuse issues to ensure an optimal resolution for the customer
Develop creative solutions for customers to meet their individual needs
To be an effective team member, you will have:

Post-secondary education in a related business, communications or technical discipline
3 – 5 years experience in a customer facing role providing world class support and service on a variety of technical and non-technical matters
Have excellent oral and written communication skills
Be a proven problem solver and have technical troubleshooting ability
Demonstrate a passion for assisting customers
Excellent organizational and professional skills to deliver the highest level of customer service
Have the ability to track and manage issues to resolution using a ticketing system
Be flexible and willing to respond to requests at varying hours
Have a demonstrated ability to learn new technologies
Some nice to haves include:

HTML, CSS and Javascript experience
What does Vidyard do?

As the world’s leading video marketing platform, Vidyard’s technology shows our customers exactly how viewers interact with their videos. Along with hosting video content, Vidyard reveals who’s watching videos, and for how long with detailed viewer analytics and engagement data that can be pushed directly into a MAP and CRM, turning views into sales. We’re passionate about helping companies grow their business through the power of video!

Life as a Vidyardian:

Growth

You will have the opportunity to create your own destiny in your role by generating and managing your own projects and seeing the impact of your work.

Team

At Vidyard you will work alongside the best and brightest in the industry. We hire carefully for technical expertise and cultural fit, and are proud of our team!

Fun

We never miss an opportunity to have fun. We host weekly social events in addition to holiday celebrations, sports teams, not to mention our legendary parties!

Perks & Benefits

We offer free catered lunches daily, free snacks and drinks, free on site massages, generous subsidies for health & wellness and continuing education, on top of competitive pay & health benefits.

Notes:

We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted. Agency calls 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 the Director, Human Resources.