We’re Futuri, an award-winning technology company with products that help some of the world’s biggest media brands thrive, and we’re seeking a Tier 1 Technical Customer Support Specialist to join our team.
POSITION SUMMARY:
As a core contributor to our VIP Support Team, you are an integral part of the day-to-day interaction with Futuri’s media industry partners – someone who is self-managed but thrives when working closely with teammates, enjoys solving problems and strives to make each exchange easy and engaging.
You use your technical expertise and communication skills to own the SaaS customer experience — but this isn’t your typical customer service gig, so that’s not all! You also like wearing a lot of hats, so you do technical onboarding, build mobile apps and Alexa skills, contribute the voice of the customer to product planning, create and innovate new product features… basically whatever you and we think up next!
You work a Monday-Friday schedule, but have flexible availability for emergency on-call shifts on some overnights/weekends/holidays.
Does this sound like you? If so, read on for the specifics and then let’s talk!
We are currently hiring for a remote position, working 2-11 pm Eastern, but must be available for training from 8-5 pm Eastern during the first 90 days. Eligible candidates will reside in Ohio, Florida, Michigan, Nebraska, Texas, Georgia or Virginia.
Responsibilities Include:
- Acting as the first line of support for customers via email, phone and chat
- Managing a ticket queue to provide prompt responses, timely follow-up and satisfactory resolutions
- Explaining technical concepts in simple, understandable language
- Skillfully gathering and analyzing information, troubleshooting complex technical issues and proactively identifying trends
- Owning the Futuri customer experience from start to finish
- Independently managing time, making decisions and staying organized in a fast-paced, multi-tasking environment
- Owning the technical implementation of new product subscriptions
- Acting as a project manager for ongoing work
Requirements
- Associate or Bachelor’s degree, preferred
- 1+ year of experience in a customer support role (technical or software support background, strongly preferred)
- Experience working with radio station automation systems and software, SaaS products and/or mobile apps (preferred)
- Familiarity with basic web technology, software and social media
- A team-centric mentality
- The ability to communicate clearly, effectively and professionally and vary messaging to different audiences
- A healthy sense of curiosity and an interest in learning new technologies
- A proactive nature, self-motivation and dependability
- A love for getting to the bottom of things & improving them
- Flexibility and the ability to pivot quickly
- A willingness to accept feedback and strive for continuous improvement
Why Futuri?
Futuri creates innovative technology solutions in use by radio and TV broadcasters worldwide and holds 11 published or pending patents. Providing a place for employees to grow and develop, Futuri has earned a place on the Inc. 5000 List of America’s Fastest-Growing Private Companies for eight consecutive years and has been awarded Tech Company of the Year by OHTec multiple times.
The Futuri culture is all about trust, passion, speed, and proactivity, so if you share those values you’ll fit right in! We work hard and thrive as a team.
Futuri provides competitive compensation (commensurate with experience) including quarterly bonus potential, excellent benefits including health, dental and vision insurance, a generous PTO policy, and a 401(k) retirement plan. Futuri is an Equal Opportunity Employer.
Interested in this position?
Send your resume to marketing@futurimedia.com.
