Technical Support Associate

Finland

Responsibilities:

• Ensures the resolution of customer issue (eg: software issue, technical, payment, general query about service) and answer customer queries using a web-based application.
• Recommend appropriate solution for customer requests, and coordinates with related teams to ensure complete handling.
• Provide pre and post-sales technical and application advice to customers via online chat service and email.
• Maintain knowledge of current trends in live streaming on social media and help customers set up their live streams when needed.
• May have a screen sharing session with customers to help solve the problems related to setting up live streams with OneStream Live
• Test OneStream Live's web app and mobile app from time to time and report bugs to the development team.
• Create compelling written and/or visual knowledge base content for customers. Write knowledge base articles in OneStream Live's helpdesk to help customers.
• Prepare and maintain sales support tools/materials, including canned proposals, competitive information, etc.
• Other duties as assigned.

Qualifications:

• 6 months -1 year of software customer support experience is preferred. But the most important skill we are looking for is your can-do attitude and willingness to go the extra mile.
• Candidate must have a technical background. Ideally bachelors in IT/Engineering/Computer Science etc.
• You are proactive and highly organized with strong analytical and problem-solving skills.
• You are customer focused with strong communication and listening skills.
• Excellent writing and speaking skills in English are mandatory. Any other language skills e.g Arabic, Spanish, German or French will be considered a huge advantage.
• Knowledge of technology, social media, MS office, iOS/Android and Windows/MacOS.
• You are open to flexible working hours and standby support 24/7 during nights/weekends following an agreed team schedule.
• Experience working cross-functionally across technical, operations and marketing teams.