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Technical Customer Support Representative in Austin at Vaco

Date Posted: 7/11/2018

Job Snapshot

  • Employee Type:
  • Location:
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  • Experience:
    At least 2 year(s)
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Job Description




  • BA/BS degree or equivalent practical experience


  • 2 years of client-facing work experience
  • Experience working in B2C environment preferred

Technical Skills

  • Familiar with basic internet technologies (web, email, IM) software (browsers, common plug-ins, common websites) and terminology
  • Technologically-capable: Able to quickly learn support service software applications and related systems
  • Comfortable reading technical documentation/tech-savvy

Soft Skills

  • Excellent communication and organizational skills
  • Ability to develop positive and professional relationship with customer through on-going, superior support interactions
  • Comfortable with a rapidly-changing environment
  • Ability to learn, retain and apply large amounts of product, procedure, policy, and system information
  • Critical thinking and strong problem-solving skills - able to investigate and follow-up appropriately, or make judgments and escalate when necessary


  • Provide operational support for premium partners on a Video platform, primarily through email communication.
  • Be an Incredible Communicator: Able to interpret current sentiment of the partner and respond accordingly. Address implicit and explicit concerns appropriately
  • Solve our Partner's issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.
  • Specifically support customer queries pertaining to video uploads, channel management, channel monetization, channel analytics and any technical issues in a friendly and accurate manner
  • Serve as a consultant to internal, cross-functional stakeholders on the YouTube product. Working with your market Partner Managers and Technology Managers on account deep-dives and share insights for partner growth.
  • Identify key metrics to evaluate data both quantitatively and qualitatively


  • Ability to speak English fluently and idiomatically
  • Native English speakers preferred