Customer Support Specialist

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 Customer Support Specialist to join our team.

Job Summary
As a core contributor to our VIP Support Team, you will be 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 will 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!

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 on the 1-10 pm Eastern shift, but you must be available for training from 9 am - 6 pm Eastern during the first 90 days. You will work a Monday-Friday schedule, but have flexible availability for emergency on-call shifts on some overnights/weekends/holidays.

What You Will Do:
Act as the first line of support for customers via email, phone, and chat.
Manage a ticket queue to provide prompt high-quality responses, timely follow-up, and satisfactory resolutions.
Own the Futuri customer experience from start to finish by expressing empathy to customer issues, relentlessly seeking resolutions, and striving to elevate the customer experience with proactive downstream problem-solving.
Explain technical concepts in simple, understandable language.
Skillfully gather and analyze information, troubleshoot complex technical issues, and proactively identify trends.
Independently manage your time, make decisions, and stay organized in a fast-paced, multi-tasking environment.
Suggest and help implement process improvements, contribute to shared documentation and create best practices.

Lead the technical implementation of new product subscriptions

What You Will Need:
Associate or Bachelor's degree (preferred).
1+ years of experience in a technical customer support role
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 with company match. Futuri is an Equal Opportunity Employer.

For more information on careers at Futuri, please visit futurimedia.com/jobs