Technical Support Specialist

Vidyard is the video platform that's built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It's the video tool of choice for Microsoft, LinkedIn, and thousands of other companies. We're passionate about elevating our customers, our teammates, our communities, and ourselves.

Vidyard is looking for a Technical Support Specialist to join our Technical Support & Consulting team. Reporting to the Team Lead, Technical Support, you will be the first point of contact for technical support and troubleshooting for our customers. If you are someone with a friendly and compassionate attitude who is looking for an environment where everyone strives to support each other while coming up with solutions to support our products and services we’d love to chat with you! The focus of the role, first and foremost, is to provide exceptional customer service to our business clients. You will be part of our widely respected Technical Support team, predominantly working on issues that arrive via email and chat that relate to our video SAAS platform. 

Success in this role is achieved by utilizing your technical and communication skills to own issues from start to finish. You can expect to analyze problem statements, gather required information, troubleshoot issues, determine root cause and work in collaboration with our product team/developers to find solutions. Communicating information with accuracy and empathy is critical to building trust with our clients and also internal staff (a.k.a the Vidyardians!), which will contribute to the overall team’s focus of a maintained high CSAT percentage. We love having people in the team with fun energy that will radiate positivity to our clients and the rest of the organization!

We receive a lot of applications for this position. In order to stand out and showcase your enthusiasm for working with video tools, record a 1-2 min intro of yourself using our extension or app, describing what led you to apply to this role and how your experience can make an impact within the team at Vidyard.* 

*Please note, this is a requirement for your application. 

Our Technical Support team consists of several Canadian based Technical Support Specialists as well as a small team based in the Philippines. You will be part of a larger team within Customer Experience called Technical Support & Consultancy, which also includes Solution Consultants, Technical Account Managers & IT. 

The responsibility of the Technical Support team is to ensure that all customer issues are responded to and resolved in a timely manner. Our team members have a passion for working with cutting edge technology, but love working with people that require help to use our product effectively. The types of personalities that we deal with can vary from non technical to technical experts. 

You will be reporting into the team lead of Technical Support, but also be in close communication with the Director of Technical Support & Consultancy. We all take part in daily meetings at 2pm ET to chat about what’s on our plate, remove any roadblocks and support each other! 

• In the first 6 months, there will be an expectation that you will be comfortable digging into what our platform and integrations can do from top to bottom. Expect an onboarding that will provide plenty of information to get you started and allow you to soak up everything you need to know. Our friendly team will support you along the way!  
• After 6-12 months in the role, you will have gained a broad understanding of the platform and be comfortable helping others internally to answer technical questions. You should see a consistently higher number of tickets that you have been able to solve and plenty of good feedback from our clients that you can be proud of.
• After 12-24 months, you should have gained enough experience to be able to help others in the team with areas that you have explored in detail. You’ll also be able to take on other projects that arise, such as helping with self-serve systems or improving internal processes.

As a Technical Support Specialist You Can Expect to:

• Be the first point of contact for technical support related inquiries for Vidyard platform
• Work directly with customers predominantly via email, online chat, asynchronous video messages and web meetings.
• Respond to questions from customers of varying technical expertise
• Collect environment details, prioritize and escalate issues, determine root cause
• Reproduce and diffuse issues to ensure an optimal resolution for the customer
• Run database scripts to deliver custom reports
• Develop creative solutions for customers to meet their individual needs 

• A Post-secondary education in a related business, communications or technical discipline
• 3 – 5 years experience in a customer facing role providing world class support and service on a variety of technical and non-technical matters
• Experience being a proven problem solver with technical troubleshooting as well as the ability to track and manage customer issues to resolution using a ticketing system
• Excellent organizational, communication (both written and oral) and professional skills to deliver the highest level of empathic customer service
• Flexibility and willingness to respond to requests at varying hours 
• A demonstrated ability and passion for learning new technologies and keeping up to date on product changes 
• HTML, CSS, Javascript & SQL experience - we’re not looking for developers, but we are looking for people who can demonstrate an ability to read, troubleshoot and modify solutions in these languages
• Experience working with video editing software and have familiarity with terms such as bitrate, frame rate and resolution
• Ability to work with APIs using tools such as Postman and understand webhooks, and an understanding of SSO, SEO, Google Analytics, Excel functions and Databases
• Experience using browser ‘Inspect page’ tools to troubleshoot webpage issues

• Vidyard
• Zendesk
• Yext
• Solvvy
• Jira
• Salesforce
• Intercom

Job descriptions can be overwhelming. We are all aboard at Vidyard and deeply value the unique experiences, abilities and opinions you possess, so if this role sounds like your next adventure, but you don’t feel entirely qualified, apply! We value candidates who own it, and if you’re relentlessly resourceful too, you might be exactly who we are looking for. 

As we also value direct and transparent communication, you can expect to hear from our team even if you are not selected to move forward.

• Competitive pay
• Comprehensive, flexible benefits on day one*
• Wellness allowance to spend on what's important to you 
• Flexible hours + unlimited vacation + programs to support travel while working, enabling you to live your best life
• Access to Inkblot, a digital mental health platform + $1,500/person/year for mental health coverage*
• Allowance to support your ongoing growth and development
• Parental leave top-up
• Paid volunteer hours
• Employee resource groups to empower and drive change at Vidyard and in our communities
• RRSP match*
• Stock options
• Flexible holiday program

*Benefits described are Canadian specific, if you’re located in another country our Talent team will speak with you about localized benefits for you.

Remote @ Vidyard:

As a video-centric organization, Vidyard has mastered the art of remote work. Whether you are local to our collaboration space in Kitchener, Ontario, Canada, or you join us from elsewhere, you will be an integral part of the team.

Vidyard is dedicated to ensuring all Vidyardians have an opportunity to:

• Level up their home office/workspace. 
• Socialize purposefully within teams as well as across the organization. 
• Enjoy a flexible work schedule. We know your time is valuable, so own your work in a way that best suits your lifestyle.

We believe working remotely shouldn’t cause any barriers, so from onboarding to day-to-day operations, your colleagues and leaders are only as far as a *virtual* tap on the shoulder away.

We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted. Unsolicited resumes from Agencies will not be accepted.

Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at [email protected].