Tech Support Specialist

Tech Support Specialist

At Ceros

Date Posted: 07 June, 2021

Location: USA Only, TELECOMMUTE

Company Overview

Ceros is an experiential platform that empowers the creation of bespoke, immersive digital experiences without code. We’re passionate about helping companies transform their static digital content into engaging experiences. From custom microsites to immersive interactive webpages, you can build it with Ceros. Publish and update live content and instantly embed it into your site or social media platforms such as Pinterest or Snapchat. Join us and be part of the movement to enable everyone to create experiences that matter.

Our customers include some of the world’s leading brands, such as Mashable, Bloomberg, Red Bull, United Airlines, and AIG.

We are well-funded and institutionally-backed by prominent investors including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

 

The Role:

As a member of Ceros’ Customer Support team, you will be part of a rapidly-growing software startup. You will act as the front line of support for Customers all around the globe, helping them learn and thrive on the Ceros platform via live chat, email, and screen shares. Your primary focus will be to help customers who have questions about the Ceros Studio and other aspects of the Ceros platform. Your day to day will include answering questions from customers about creating content, troubleshoot any issues customers may have, and (where necessary) work with our Product team to triage and document any software defects that you find. 

 

Responsibilities:

  • Act as front-line triage for incoming support requests
  • Answer technical questions from clients and teammates via live chat and email
  • Work side-by-side with clients in the Ceros platform to help achieve their project goals
  • Escalate advanced questions or issues through appropriate channels
  • Identify opportunities for client training and development
  • Become an expert on Ceros and stay up to date on new features
  • Identify and report product improvement ideas from clients
  • Perform other operational and administrative support as requested by the business

 

Skills & Requirements:

  • Working knowledge of HTML, CSS, and JavaScript is a MUST
  • Experience working in common design programs such as InDesign and PhotoShop
  • Previous experience working in a Customer Support role
  • Ability to communicate advanced technical concepts to a non-technical audience
  • Ability to think on your feet and solve problems quickly
  • Excellent communication, typing, and grammar skills
  • Understanding of DNS and the fundamentals of the internet
  • Ability to troubleshoot basic internet networking problems
  • Must be a self-starter with a strong sense of accountability
  • Experience working with cloud-based design tools is a plus
  • Relentless passion and contagious enthusiasm

 

Some additional Key things to know:

  • This is a remote first role with the ability to work on east coast time; travel periodically to our NY offices and visit clients
  • We want you to start ASAP
  • This is a full-time position

 

Immediate Benefits:

  • Competitive Salary
  • Stock options
  • Premium health insurance
  • 401K match
  • Paid parental leave
  • Unlimited vacation days
  • Wellness Fridays (Half Day Fridays)
  • Excellent gear (Macbook Air, external monitor, etc.)
  • Stipend for the home office set up
  • Growth and Learning opportunities within the company
  • Virtual experiences in which Cerosians can collaborate, educate, and create social connections with one another

 

At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information.  We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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