Customer Service Representative

Hi, we're 360fly, a Pittsburgh-based company focused on helping people connect to families, communities and the world through innovative & immersive 360-video solutions.  We are seeking a mid-level Customer Service Representative to help us achieve our goal of transforming the fundamental way people capture, share and think about video. 

As a 360fly Customer Service Representative, you will be proficient at troubleshooting and providing assistance for products in need of service. You use problem-solving and people skills to assure 360fly customers of swift resolutions to their technical problems. You also educate your team members about products, while independently keeping your own technical know-how up to date. With your customer service brilliance and empathetic nature, you provide the best possible customer support.

Key Qualifications

• Strong people skills and a knack for problem solving.
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues
• Ability to work with customers, engineers and other support personnel quickly and efficiently to resolve issues to the best of the team’s ability
• Strong knowledge in multiple computing environments, Android, iOS, OS X & Windows
• Knowledge in cameras and video technology

Description

As a 360fly Customer Service Representative, you provide insightful advice and friendly technical support to 360fly customers in need. You quickly diagnose product issues on the spot, explaining situations with patience and empathy. After determining whether the issue can be resolved over the phone or if a replacement is needed, you offer solutions to quickly get users up and running again. Even if you're juggling more than one customer, you stay conscious of their time demands as well as your own. You fulfill 360fly’s service commitment with style, speed, and skill. And you earn the trust of customers and coworkers alike as you offer guidance, knowledge, and even tips and training.

Additional Requirements

• Have an aptitude for acquiring skills in technical repairs and an eagerness to learn.
• Have excellent time management skills and can make decisions quickly.
• Ability to be flexible with schedule. Your work hours will be based on business needs.

Job Duties

• Report to Director of Customer Support
• Provide Tier 2 support for 360fly lines of products through all channels, including social media
• Support modern and legacy 360fly and GoPano products
• Interface with 360fly partner VOXX (both US and Europe) for customer service needs
• Assist with creation of customer support tools and resources, including FAQs, training videos, and internal support guides
• Establish and maintain complex processes for both customer service and logistical needs
• Provide product and software training when required
• Support 360fly office technology when called upon to do so
• General support and related tasks at the direction of Director of Customer Support

Perks

• Comprehensive health benefits, including medical, dental, & vision
• Stock options
• Paid vacation, holidays & sick leave
• Free "artisan" coffee (Keurig!)
• Cutting-edge gear (Apple laptops & big monitors)
• Work in a great office in trendy Southpointe

About 360fly
360fly makes products and software for creating interactive 360º video experiences. With our newest brand 360Fly, we are fundamentally changing the way you record and watch video by capturing life just as you experience it — in 360º.

The company was founded out of Carnegie Mellon University’s Robotics Institute, where we used panoramic video to enable robots to perceive their environment completely, instead of through a 4x3 window. In 2002 we launched our first professional products to four-star reviews: The 360 One optic and PhotoWarp software. We released the world’s first panoramic video editing application VideoWarp in 2005. We started producing our own hardware with GoPano optics in 2008. In 2011 we launched the world’s first consumer panoramic optic for the iPhone, GoPano Micro, along with the world’s first panoramic video sharing service at GoPano.com. Today we’re building 360Fly, an action lifestyle camera with an unprecedented 240º field of view.

We are seeking innovators, creative thinkers, and tireless pace setters. If you think you’re up for the challenge, check out our job openings. We’d love to speak with you!