Entertainment Platform Customer Support Representative

About the Role:

We are seeking a highly motivated and customer-oriented individual to join our dynamic customer support team. As a Customer Support Representative, you will be responsible for providing exceptional support to our users through various channels, including email, chat, and phone. Your primary goal is to resolve user issues promptly and efficiently, ensuring a positive and seamless user experience.

Responsibilities:

• Customer Support:
  • Respond to customer inquiries and complaints in a timely and professional manner.
  • Troubleshoot technical issues and provide clear, concise solutions.
  • Assist users with account setup, password resets, and billing inquiries.
  • Guide users through platform features and functionalities.
  • Escalate complex issues to higher-tier support as needed.
• Problem-Solving:
  • Identify and analyze customer issues to determine root causes.
  • Implement effective problem-solving strategies to resolve issues quickly and efficiently.
  • Document and track customer interactions and resolutions in our CRM system.
• Product Knowledge:
  • Stay up-to-date on platform features, updates, and troubleshooting techniques.
  • Continuously improve product knowledge through training and self-learning.
• Customer Satisfaction:
  • Strive to exceed customer expectations by providing exceptional service.
  • Build strong relationships with customers through empathy and understanding.
  • Collect and analyze customer feedback to identify areas for improvement.

Qualifications:

• Excellent written and verbal communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to multitask and prioritize tasks effectively.
• Proficiency in relevant customer support tools and software.
• Experience with ticketing systems and CRM software.
• Knowledge of the entertainment industry and streaming services (preferred).
• A passion for technology and a desire to help others.