Customer Support Representative at Atmosphere

| Austin
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Customer Support Representative
(Austin, TX)

About Atmosphere:
Atmosphere is the world’s first and largest free ad-supported streaming TV service for businesses offering original, owned, and operated TV channels along with Partner Channels from prominent brands. The platform has been built from the ground up with proprietary content, technology, and data to deliver unparalleled experiences for businesses and advertisers. The platform also provides a paid upgrade to a digital signage feature for businesses to run their house promotions within the content. Atmosphere was incubated under Chive Media Group and spun out in 2019.

About this role:
Atmosphere is growing - FAST. And we need Customer Support Reps to help us stay connected to our customers all across the world. Using our technology while leveraging your unique problem-solving skills, you will help our customers maximize their use of Atmosphere’s suite of products. You will serve as the “voice of Atmosphere” for our existing customer base, fielding incoming customer requests and thinking critically to solve problems, drive satisfaction, and ensure customer retention.

The ideal candidate will have excellent communication skills, comfort with data and CRMs, and have prior experience as a customer service representative/customer success team member. Your contribution will have an immediate impact on the success of the company. We have a positive work environment that offers professional growth which allows our support representatives to progress into new roles within the company. This is a great opportunity to be a part of a growing company focused on making a real impact in our industry. This position will report to the Manager of Customer Support.

For our support team we operate on a “follow the sun” model – and you can expect to be assigned a shift in a range from 8am - 8pm CST, with some extended shifts as needed.

RESPONSIBILITIES:

  • Own the customer experience as you provide quality product and technical solutions to help customers
  • Maintain an organized ticketing pipeline and activity records using a CRMReceive, prioritize, and return inbound phone calls, emails, and chat messages from customers to meet Service Level Agreements (SLAs)
  • Triage inbound communication across channels (i.e phone, email, chat), to support customers and ensure satisfaction
  • Expedite issues as appropriate and follow up to ensure resolution
  • Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate issues based on customer use case
  • Understand customers’ concerns and complaints, determine the cause of their problems, and think critically to identify the best solutionsReach and exceed key performance indicators including (1) first response time, (2) tickets closed, (3) ticket efficiency (time elapsed to close), (4) customer satisfaction, and (6) calls taken
  • Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency

REQUIREMENTS:

  • 1-2 years as a customer support/service/success representative
  • Experience with CRM and workflow tools such as Salesforce, Pipedrive, Hubspot, Zoho, etc.
  • Detail-oriented, commitment to quality work product, well organized
  • Strong analytical and problem-solving skills
  • Ability to work independently and multi-task
  • Have the ability to communicate clearly and concisely while also being empathetic, accurate, compassionate, resourceful, and conscientious
  • Possess a strong sense of urgency and an ability to analyze and solve problems
  • Have a positive, team-focused attitude
  • Be passionate about positive customer service experiences and outcomes
  • Demonstrate sound judgment and decision-making
  • Accept accountability and take pride in your work

COMPENSATION & BENEFITS:

  • Competitive hourly rate
  • Competitive company insurance
  • Company 401(k)
  • Open vacation policy
  • Coolest office in Austin
  • Company equity
  • So much more!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • LaravelLanguages
    • GCPLanguages
    • Vue.jsLanguages
    • FlaskFrameworks
    • LaravelFrameworks
    • Vue.jsFrameworks
    • Google CloudFrameworks
    • MySQLDatabases
    • RedisDatabases
    • BigQueryDatabases
    • Google AnalyticsAnalytics
    • FigmaDesign
    • InVisionDesign
    • SketchDesign
    • Google DocsManagement
    • JIRAManagement
    • PrismicCMS
    • Salesforce Marketing CloudCMS
    • PipedriveCRM
    • SalesforceCRM
    • Salesforce Marketing CloudEmail
    • Salesforce Marketing CloudLead Gen

Location

Atmosphere is in the heart of downtown Austin steps away from all the live action and minutes from the state capitol.

An Insider's view of Atmosphere

What’s the vibe like in the office?

A fast-paced, high-energy environment with an amazing work-life balance.

Cyrus

Account Executive

What projects are you most excited about?

TikTok; we’re excited to make it easy for people to experience TikTok by partnering to bring the joy and creativity of the two platforms to new screens, venues, and audiences across the globe.

Jeremy

VP of Content

How does the company support your career growth?

There is a highly attainable promotional track through lifetime customer acquisition as well as a leadership development program that is designed to further career development.

Lydia

Senior Account Executive

How do you empower your team to be more creative?

By cultivating open communication and encouraging my team to voice their ideas and opinions. We intentionally change things up by working at coffee shops and holding "campaigns & coffee" meetings to freely strategize and brainstorm creative ideas.

Brittney

Head of Strategic Partnerships

What’s the vibe like in the office?

When coming to Atmosphere, they made sure that inclusion was a want and a need. Having women, LGTBQ, etc. embody the culture here will put us on the moon, and being a part of it is a dream!

Maddy

QA Engineer

What are Atmosphere Perks + Benefits

Atmosphere Benefits Overview

Competitive salary
Company (401(k)
Company equity
Competitive insurance plans
Coolest office in Austin
Catered lunches
Open vacation policy
So much more!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
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