Customer Support Specialist - NY

Bring your authenticity, empathy, and curiosity about our industry to help our client base of amazing creators use our product. Let's chat!

 

01About Frame.io

Frame.io is changing the future of how videos are made by helping over 1 million creative professionals seamlessly collaborate from all over the world. 

We’re backed by Accel, FirstMark, Insight Partners, SignalFire, Jared Leto, and a host of other amazing investors. Our market-leading product is used and loved by companies such as Turner, Disney, NASA, Snapchat, BBC, BuzzFeed, TED, Adobe, Udemy, and many more.

We’re in an exciting period of growth and are on the hunt for talented and passionate individuals who share our vision for helping visual content creators produce their best work.

 

02About the Support Team

The Frame.io Support team is based in NYC and extends to Dublin, Florida, and Los Angeles. The team delivers solutions, troubleshoots issues, and provides an over-and-above positive experience for customers in 180+ countries. 

Support Specialists are responsible for working directly with our customers to help them start their first project, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our Product, Design, and Engineer teams. As a team who works directly with our community, you’ll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company. 

 

03About the Role

This is a full-time position working at headquarters in New York City when it is safe to do so. This shift will be covering 9am-6pm EST Sunday-Thursday or Tuesday-Saturday. The first 90 days will be 9am-6pm Monday-Friday for virtual training and coaching.

On average, you will chat with 30-50 clients per day through Intercom, troubleshooting issues or instructing best practices. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question.

Our clients use video editing softwares such as Adobe Premiere, After Effects, Final Cut Pro X and others. Experience using advanced video editing software is preferred for this role.

(iMovie, Windows Movie Maker, and mobile video editing apps are not considered as advanced video editing software)

 

04What does a typical day look like?

You send a “Good morning! 👋” message over Slack to the rest of the team, and catch up on what's been happening during the LA evening shift and Dublin workday in our team channel. Intercom is the next app you open, you check your queue and see that 14 customers replied to you overnight with complex details regarding their issues. You love this kind of technical work and look forward to the challenge.

You have such a strong attention to detail, you quickly recognize an AdBlock plugin is in a blurry screenshot that a customer sent. They need to add Frame.io to the Safe list on AdBlock, so that issue is solved.

Another conversation requires looking into the proxy transcode information. But, you have no clue where to start so you reference the internal documentation for answers. You find the reference, but double check with your Manager if your response would be correct. She says it is, and you decide to create your own reference doc. You love writing up these guidelines so you know how to look up transcode metadata in the future.

A customer that’s on an older subscription is confused about their pricing and they’re very frustrated because it doesn’t match the current pricing page. You empathize with them, your response diffuses their anger, it solves their confusion, and you deliver more context around the difference between the subscriptions.

The Dublin team is signing off, which means your queue is about to increase but you’re ready for it because you closely follow your schedule. A customer presents a peculiar issue but the Engineer team is now offline, so you try to find if someone else has reported this. You search through the reported bugs in Jira, but are unable to find anything. You search Intercom conversations and Slack channels. You try to recreate the issue on your own account in all of the browsers, but can’t reproduce it so you create a new Bug ticket.

You’re about to sign off, but before you do, you think about the tasks you want to accomplish tomorrow and build out your calendar accordingly.

Sounds like a fun day, right? If so, let's chat.

 

05Requirements

  • Experience in Adobe Premiere/After Effects or FCPX
  • Customer support experience
  • Excellent communication and writing skills
  • Passion for talking to customers all day, every day
  • Willingness to keep a flexible schedule, which will include some weekends and holiday hours
  • Ambition, eagerness and the will to learn and improve upon your own skills
  • Would love to write a cover letter so we can see your writing technique
  • Willing to complete two assignments: example customer questionnaire and an Example Support Article

 

06Responsibilities

  • Provide thoughtful, personalized communication to 30-50 Frame.io users per day who range from experienced developers to non-technical customers
  • Effectively resolve customer inquiries in a considerate and timely manner
  • Investigate technical issues and see them through to a resolution/solution
  • Make active contributions to help achieve team OKRs and KPIs
  • Navigate Adobe Premiere and FCPX workflow questions
  • Identify, escalate and prioritize bugs found in the software using JIRA
  • Become an encyclopedia of knowledge about how Frame.io works and what it is capable of

 

07Bonus Points if you have

  • Video Production or Post-Production experience
  • Software-as-a-Service Customer Support experience
  • Basic knowledge of JSON, JavaScript, Ruby, Python, or other languages that work with our API

 

08Benefits

  • Competitive salary and equity
  • Paid parental leave for primary or secondary caregivers
  • Unlimited PTO and designated Volunteering paid time off
  • Yearly stipend for learning and development
  • Medical, Dental, Vision Insurance and OneMedical membership
  • Flexible Spending Account
  • Monthly Work from Home Stipend
  • 1 paid company-wide holiday for each month in the calendar year
  • All-company week-long winter and summer breaks

 

09Our Philosophy

Our philosophy is simple. At Frame.io, we believe that working with people of different backgrounds and perspectives allows us to elevate each other and helps us build a better product for our users.

We’re proud to be an equal opportunity employer, and are committed to providing all employees with a work environment that celebrates individuality and remains free from any form of discrimination and harassment. We base our employment decisions on the needs of our business, job requirements, and applicants' qualifications. In other words, we only care that you’re the best person for the job.

#LI-RM1

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