What are the responsibilities and job description for the Support Specialist position at Covideo?
Role: Customer Support Specialist
The Opportunity:
We are seeking a detail-oriented and personable Customer Support Specialist to join our team. In this role, you will be the first point of contact for our customers and internal team, ensuring a seamless support experience across multiple channels. You’ll work closely with our product, development, and account management teams to troubleshoot issues, onboard customers, and provide timely updates.
Key Responsibilities:
- Answer all incoming calls to the company mainline, accurately logging details in Salesforce and transferring calls as needed
- Provide prompt and thoughtful support via phone, chat, email, and Zoom to customers and prospects
- Troubleshoot and resolve customer inquiries, escalating bugs and product requests to the development team as appropriate
- Collaborate cross-functionally to assist internal team members with technical or workflow issues
- Conduct virtual onboarding sessions to help new customers successfully adopt Covideo software
- Test and provide feedback on new mobile app releases and integrations
- Share product and development updates with customers in a clear, professional manner
- Support Account Management with administrative tasks and CRM data entry in Salesforce
Preferred Qualifications:
- Experience with support tools such as Dialpad, Slack, Intercom, and Asana
- Proficient in Salesforce, Zoom, and Google Workspace (G Suite)
- Strong communication and problem-solving skills
- Ability to manage multiple priorities with professionalism and empathy
- Previous experience in a SaaS or customer-facing tech environment is a plus
Benefits:
- 401k plan with employer match
- Comprehensive health insurance (including vision and dental)
- Flexible paid time off
- Casual dress code
- Breakfast bar, snacks, beverages
- Dog-friendly
About Us:
Covideo is a video messaging SaaS company based in Indianapolis, Indiana. With an emphasis on personalization and personal connection, Covideo is helping people reimagine business communication.
- We believe in the power of personalization and personal connection
- We are obsessed with helping our users succeed
- We believe in the things we can control - like our attitudes, our efforts, and our energies
- We believe the toughest challenges require collaboration, and we work across the business to solve them
- We strive for excellence in everything we do and understand that great work and having fun go hand in hand
Covideo has also been the recipient of multiple PowderKeg Awards:
*Powderkeg’s 2019 Indiana Breakout Tech Culture Award WINNER: Health & Balance category
*Tech Companies With the Best Benefits
*Best Remote Companies to Work For
*Top Tech Companies
*Tech Companies With the Best Work-Life Balance
*Top SaaS Companies
*Best Tech Companies to Work For
*2023 Winner of the Indianapolis Star’s Top Workplaces Award and special award for Best Work/Life Flexibility!
