Remote Customer Support Representative

Summary

Join Descript's Customer Support team as a Representative to deliver personalized support to customers worldwide. You'll work directly with customers, troubleshoot technical issues, and maintain internal support articles.

Requirements

• 1-2+ years of recent experience providing multi-channel customer support on a rapidly evolving software product
• Hands-on experience using multimedia editing software (Descript, Final Cut Pro, Logic Pro, Premiere, Audition, Pro Tools, or similar)
• Familiarity with Zendesk or comparable CRM platforms
• Familiarity with Stripe or other payment processing systems
• Must have an appropriate remote work environment (including stable, high-speed broadband internet connection) with the ability to initiate and receive screen share meetings with team members and customers

Responsibilities

• Deliver personalized and proactive support to end-users and enterprise clients over various communication channels (email, live chat, video conferencing)
• Capture and record accurate and detailed client information using CRM tools
• Troubleshoot and escalate technical support incidents to next level support and engineering teams
• Provide regular updates to customers on the status of their requests
• Helping verify and maintain internal support articles

Benefits

• Generous healthcare package
• Catered lunches
• Flexible vacation time