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Support Specialist

Zype, Buenos Aires

Zype is the video distribution service for OTT


Zype is dedicated to making it easy for content owners to connect directly with their audiences on every screen. Using Zype, enterprise content owners and brands can own and accelerate all aspects of their video distribution pipeline. The Zype platform provides publishing, monetization, streaming, audience management, and analytics software that is integrated into hundreds of web, mobile, and OTT apps and engaged by millions of viewers every month.

We are looking for a self-motivated Support Specialist with great drive and interpersonal skill to join our Engineering organization. As a Support Specialist at Zype, you will be a customer-facing product expert and the first technical point of contact for our customers. You will become a Zype platform and video technology expert, as you efficiently resolve or escalate customer inquiries through the support and engineering process.

Roles and Responsibilities:

  • Provide timely, helpful support to Zype customers and development partners
  • Schedule and provide phone support with eligible customers as necessary
  • Document, troubleshoot, and resolve (when possible) product-related support requests
  • Escalate complex technical issues to escalation managers
  • Ensure appropriate support request categorization against Zype product and support subcategories for consistent reporting
  • Contribute to the Zype Help Center by identifying opportunities and participating in the content creation for documentation improvements
  • Provide continuous constructive criticism on the Support & QA processes in an effort to constantly improve the experience both internally and externally
  • Support the existing QA team in evaluating, running and creating tests to support the applications with the Zype platform

Requirements:

  • Must be able to work either a Tuesday-Saturday or Sunday-Thursday schedule
  • Excellent written and verbal English communication skills, we provide support through via email and phone
  • Interest and ability to quickly grasp technical concepts, while also learning how to leverage technical troubleshooting tools
  • Ability to balance technical and customer-facing skills
  • Must be comfortable working in distributed environments and be a self-starter, ensuring that work gets done in a timely and appropriate fashion
  • Zendesk experience a big plus
  • Basic HTML skills a plus
  • Experience in an ITIL based support environment a plus

About Zype

We are dedicated to making it easy for content owners to connect directly with their audiences on every screen. With Zype, enterprise content owners and brands can own and accelerate all aspects of their video distribution pipeline. The Zype cloud service provides publishing, monetization, streaming, audience management, and analytics software that is integrated into hundreds of web, mobile, and OTT apps and engaged by millions of viewers every month.

Want to learn more about Zype? Visit Zype's website.