Overview
VidMob is the world’s leading platform for Intelligent Creative that provides an end-to-end solution to help brands improve their marketing results by unifying creative and data.
Overview
VidMob is an award-winning Intelligent Creative Platform that provides an end-to-end technology solution for all a brand’s creative needs.
It is an integrated platform combining first-of-a-kind creative analytics with best-in-class creative production to understand and improve marketing effectiveness.
We seek candidates that are curious, collaborative and committed to excellence.
We take every hire seriously and only choose seriously talented team members.
We care deeply about our employees and are dedicated to making VidMob an exceptional company to work for.
VidMob is proud to offer comprehensive health plans paid for by the company, enhanced Maternity/Paternity Programs and unlimited vacation plans.
We also provide employees with access to 401K plans, healthy food and snacks, and pre-taxed transit.
VidMob is an Equal Opportunity Employer.
We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
We’re looking for a Technical Support Specialist to help build our technical customer support team.
As a Technical Support Specialist, you are responsible for being a key contributor in building VidMob’s technical customer support function and providing day-to-day technical support to VidMob’s Platform users.
You have experience building effective cross-functional relationships with client management, product & engineering, ensuring the customer is at the center of everything we do.
You are a technical whiz who loves to deep dive into technical issues to resolve customer queries.
Responsibilities Include
- Develop a deep familiarity with VidMob’s technology in order to provide excellent technical customer service.
- Bring experience and expertise from previous technical support roles in order to be a primary contributor to building VidMob’s customer support systems and team.
- Be the first point of contact for internal and external support tickets, investigating, resolving, triaging and escalating as needed.
- Develop a triaging system to ensure issues are appropriately investigated and resolved by the right team.
- Work with VidMob customer education team to ensure learnings are being carried through to internal and external stakeholders as needed.
- Ensure customer success by having an unwavering commitment to successful customer service.
- Commit to contributing to an environment of collaboration, integrity, and passion.
- Be a voice and advocate for our customers by having a close link with the product team to identify areas for action and improvement.
- Have an outstanding ability to translate technical information to a non-technical audience.
- Be able to prove outstanding attention to detail.
- Have a passion for data tracking, reporting, and making informed decisions on process optimizations and technical support goals.
- Ensure customer support SLAs are tracked, met, and processes are optimized accordingly.
- Be a positive contributor to the VidMob community and culture: participating in our commitment to giving back through VidMob Gives, positively problem-solving and collaborating to build a better company, and upholding the belief that our diverse human capital is our most precious asset
What We’re Looking For
- 3+ years’ experience working in technical support or providing technical customer service, preferably with a SaaS tech company.
- Strong knowledge of advertising, social platforms, and APIs.
- Experience implementing technical support processes and improvements.
- Extensive knowledge of help desk platforms such as ZenDesk, JIRA, Intercom, etc.
- Ability to write and run queries to successfully investigate and triage support tickets.
- Ability to write python scripts to build investigation tools a plus.
- Experience with ReTool a plus.
Details
- Location: NYC, Chicago, LA
- Compensation: Competitive salary and equity (based on experience)
- Benefits:
- Health Care Plan (Medical, Dental & Vision)
- Unlimited Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Training & Development
- Stock Option Plan
- 401k Plan
About VidMob
VidMob is the only company in the world to receive a certified creative marketing partner badge from every major social and digital platform. A portion of every dollar VidMob receives is used to fund pro bono creative services for non-profits through its 501(c)(3) VidMob Gives.
Most recently, the company was included in Inc.
magazine’s annual list of the Best Workplaces for 2020.
Learn more about VidMob at and VidMob Gives at vidmob.gives.