Position: Support Specialist
Company: Wave.video
Category: Support
Experience required: 2y
English level: fluent
Published: 2022-06-01T00:00:00+03:00

The main objective is to keep our users happy by solving their requests quickly and efficiently. Secondary goal is to communicate all customer pain and joy back to the team for app improvement. You will be the first to meet our customers, but you will not work alone, our team will be backing you up on a daily basis.

**How to apply, IMPORTANT**

Here are typical questions we receive every day, please provider your answers as if you were on the job and send them along with your resume. We will NOT be considering applications without this test completed, thank you!

https://docs.google.com/document/d/1mB2UuCqj_YJJ2LjFGwIA8jqVo6IE5GKn8EWVBAakcb8/edit


**Key Responsibilities**

- Support users from all over the world with respect to time zones and cultural differences
- Process any customer feedback on our apps
- Learn every aspect of our apps
- Reproduce issues based on user reports
- Report issues to team chat and issue tracker
- Collaborate with team members to improve user experience
- Summarize and present customer feedback

**The Right Person Would**

- Have excellent English writing skills
- Know how video/animation works in the software world
- Have basic knowledge of network applications architecture
- Understand what is live-streaming and how it works
- Enjoy helping users no matter what issues they experience
- Can explain complex ideas in simple words
- Can catch a bug or issue from a screenshot
- Believe that any software is made for its users, first and foremost

**We will be especially thrilled if you:**

- Have engineering background as a QA
- Be flexible with working hours (for example, it could be hard time after a bad release late in the evening)
- Believe that great support can save a bad release

**How we work:**

- To communicate with our customers, we mostly use Intercom
- In-house web admin tool is used to manage users
- We also work with YouTrack, Slack and Stripe