Indee.tv jobs - Customer Support Representative

Indee helps large Hollywood studios and production companies promote their shows and movies securely before they are released. We empower them to send copies of their unreleased to the press, interested buyers, academy judges, etc. and ensure that no one can leak it.

Our services are used by Film Studios, TV Networks and Agencies like 21st Century Fox, Warner Bros, Star TV, CBS, Showtime and a host of independent film companies

Role and Responsibilities:

As a Customer Support Representative, you will be expected to provide excellent customer service by answering questions and resolving issues from Indee's clients. Your role would need you to provide support on inbound chats/emails from customers using Indee's products. 

Most of our clients are based out of U.S.A. and Directors and CEOs of some of the largest studios in Hollywood. When interacting with them, we aspire to be as helpful and friendly as possible with speedy recovery of their issues. For an ideal candidate, having expert communication skills is necessary. As a single point of contact, they will be responsible for all the customer success and support activities for Indee.

The candidate must have atleast one year of experience (minimum) when it comes to engaging with customers.

Note : This opening is for the night shift specifically. Please apply only if you are comfortable working the night shifts and weekends.

Job Description :

• Candidates should be able to demonstrate an ability to effectively engage and interact with customers on email or chat.
• Understand the customer's query and identify the customer's needs and give the best resolution to the customer.
• Follow predefined support procedures and create new policies as per requirement.
• Proactively identify any scope of optimization and development of a process to increase efficiency, resolution & conversion rate, and improve customer satisfaction.
• Coordinate with cross-functional teams to resolve any issues.
• Maintain customer records by updating account information in the internal database.
• Ensure excellent customer satisfaction and customer service skills.

Key Requirements

• Candidates with a minimum of 1 year of relevant experience communicating with users/customers via email/chat. Excellent written communication skills in English.
• Be willing to work in the U.S. shift timings (10:00 p.m. to 6:00 a.m. IST) and take on shifts during the weekend as part of the 24/7 support team.
• Strong analytical, problem-solving and troubleshooting skills.
• Capable of handling multiple chats at a time.
• Any prior experience with SaaS companies will be a great advantage