Technical Support Analyst (English, Remote) | UPKEY

Technical Support Analyst (English, Remote)

Job type Full-time Company YuJa Location Remote, California - CA

Description

YuJa is a leader in enterprise video solutions. Our products harness the power of video to educate, engage, inspire and collaborate.

We serve organizations of all sizes, within all sectors, including higher-ed, K-12, government, healthcare, non-profit and corporate delivering engaging video experiences. Our portfolio includes products for lecture capture, live streaming, media management, video conferencing, video test proctoring, digital asset management and enterprise accessibility.

We have legal headquarters in Delaware with primary U.S. offices in Silicon Valley, California and Canadian offices in Toronto, Ontario.

About the Role

YuJa is looking for talented individuals to work within our San Jose office and play a full-time role on our team. Our team is passionate, excited about growth opportunities and very creative. We are looking for people who are like-minded in vision but also can contribute to the diverse thinking our team requires.

Responsibilities

As a YuJa Remote Helpdesk Specialist, you will be responsible for maintaining support operations of the company’s infrastructure and environment. The Remote Helpdesk will accomplish this by providing quality after-hours support to our dedicated community of educational leaders and users.

About You

  • 2 years of customer service experience in a helpdesk environment;
  • 1 year or more of basic technical support experience;
  • Ability to work from home under flexible hours that will primarily be evenings, nights and weekends;
  • Access to home internet with speeds of at least 15 Mbps;
  • The workspace must be private (e.g. not via a public WIFI connection from a library or coffee shop);
  • The workplace must be private with limited background noise in order to communicate effectively with clients over the phone;
  • Proficient in the use of online and remote-connecting software;
  • Demonstrated ability to function in a non-scripted helpdesk environment. This position requires the ability to examine, question, explore and troubleshoot a variety of issues;
  • Excellent time and task management skills;
  • Excellent written and verbal communication skills;
  • Technically skilled with good problem-solving abilities (Think on Your Feet);
  • Have access to a private, quiet, and professional appearing working location with strong internet connectivity on any US time zone;
  • Ability to provide timely responses to all incoming requests immediately or within 1 hour;
  • Assess severity/impact level and prioritize support requests accordingly. And escalate to technical lead if needed;
  • Ability to provide excellent follow-through on all open, pending, and resolved tickets that come to helpdesk.

Educational Requirements

Recent college/ university graduate

Compensation & Benefits

We offer very competitive compensation packages based on experience and history of contributions. For full-time staff:

  • $40K-$45K Base (based on experience)
  • 401(k)
  • Dental Insurance
  • Health Insurance
  • Paid Time Off
  • Retirement Plan
  • Vision Insurance

Other information

You may apply directly online via this site by submitting your resume and cover letter.

YuJa is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Apply now