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IndustrySaaS, Video, Web 2.0, E-commerce, Entertainment
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Customer Success Associate – Bi-lingual (English/Spanish)

at GoAnimate in San Mateo, CA   —   Jul 20, 2014   |  
FounderBusinessProductFull Video MakerQuick Video Maker 1Video PlayerCharacter Creator
Making a Video Shouldn’t Be a Drag. It Should Be Drag & Drop!
GoAnimate’s mission is to enable businesses, schools and individuals to make videos – quickly and
easily. Business has been great the past couple of years. We are growing rapidly. We’re now adding to the team to help drive the next phase of our growth.

Position Summary
Do you love helping people? Can customers hear you smile over the phone and sense your passion for great service in an email? Do you enjoy interacting with people on Twitter and Facebook? Have you always wanted “other duties as assigned” to mean giving demos of a very cool product, and would it be really cool if that meant in both English and Spanish? If so, then you should join our San Mateo based team as our first bi-lingual Customer Success Associate.
Provide basic troubleshooting and assistance to GoAnimate customers via telephone and email
Open and assign trouble tickets to others for issues that can’t be solved directly
Respond to voice and email messages left by customers, as needed
Accurately record information about each handled service request, using provided Customer Relationship Management software and defined processes
Recognize and alert others to trends impacting customer service
Recommend process improvements, and collaborate with other GoAnimate team members to identify and resolve issues
Assist prospects and existing customers with purchase decisions
Write knowledgebase articles, conduct webinars, and participate in online community forums
Exhibit GoAnimate at trade shows and conferences
Adhere to all company policies, procedures and business ethics codes
Other duties as assigned
2+ years experience troubleshooting browser-based computer applications
Strong problem solving and analytical skills
Exceptional interpersonal communication skills
Exceptional written and verbal communication skills in both English and Spanish
Some ability to speak and write in Portuguese helpful, but not required
A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations
Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication
Reliable, responsible and consistent
Patient, helpful and a creative problem solver
Ability to work effectively as part of a team and independently
Aptitude to learn new software applications quickly
A college degree is preferred, but not required.
Competitive Base Salary + Bonus + Equity

Health, Dental, Vision
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