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About BrandBastion
We help brands grow by having better conversations on social media. We provide a managed service solution including a platform where we remove harmful comments (brand safety), respond to comments in need of attention (care) and provide actionable insights on what’s being said (intelligence). We work with some of the top brands in the world including Netflix, Uber, Red Bull, NARS, Sephora, The North Face and many more.
Our team is born remote, we have over 18 nationalities on the team, and our main markets are North America and Western Europe. We’ve been around for 9 years, but are still very much a fast moving, agile growth company.
What you will do:
This is a full-time remote position.
Key Responsibilities:
- Provide expert-level technical support for our platform, assisting clients with complex issues and configurations.
- Diagnose and troubleshoot platform-related problems, ensuring timely resolution and minimal impact on client operations.
- Collaborate with the engineering team to resolve escalated technical issues and provide feedback for platform improvements.
- Implement and test platform updates, patches, and new features, ensuring seamless integration and minimal disruption.
- Maintain clear and detailed documentation of support cases, troubleshooting steps, and resolutions.
- Provide regular updates to clients on the status of their support requests and any ongoing issues.
- Create and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
- Work closely with the customer success team to ensure holistic support for our clients.
About you:
The ideal candidate will have a background in managing and supporting enterprise-level customer experience platforms and will be responsible for ensuring our clients maximize the value of our solutions. This role requires an understanding of technical troubleshooting, platform configuration, and client support.
This role is open to LATAM and South American based candidates, no candidates within the US or Canada will be considered.
Requirements:
- Better than excellent communication skills (both verbal and written) and high EQ levels.
- Natural Curiosity and hunger to develop skills and learn more, tech savvy.
- Team player with high integrity.
- Solution driven fast thinker and an independent self-starter who thrives in the unknown, able to work under limited to no supervision.
- Interest and genuine passion for social media and a sales-oriented mindset with high attention to detail.
- 2-3+ years of experience in Technical Support or Platform Management, with a focus on independently managing and supporting client accounts. This experience may come from a SaaS company, an advertising agency, a scale-up, or a similar environment.
- Strong communication and interpersonal skills, with the ability to convey technical concepts to non-technical users.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organizational and time management abilities
