About Indee

Indee is amongst the most secure screening platforms that offers a proprietary security layer, robust content management system, powerful analytics, and a one-stop solution to guilds, studios, and production houses. Some of the world's largest entertainment companies and guilds such as Netflix, Amazon, Showtime, Paramount Pictures, NBCU, ACE, ASIFA, NBR along with 1100+ others trust Indee to securely screen their content. Indee has grown 10x in the last 2 years and is scaling up at a rapid rate.

About the Customer Support Team :

The Customer Support team aims to provide the best solutions while conserving a high degree of empathy towards our clients. Our clients are our priority at all times and our success at Indee is the result of the trust we have built with customers around the world. The majority of our clients are based out of the U.S.A. which include some of the largest studios. You will be entrusted to be the face of the company, while upholding our values and culture, in these interactions with high-profile clients.

What you will be doing :

- Effectively engage and interact with customers by email or chat on a variety of topics ranging from billing inquiries and streaming issues to complicated bug reports and fixes.

- Understand customer's query, identify customer's needs and give appropriate resolution to ensure customer satisfaction.

- Follow predefined support procedures and create new policies as per requirement.

- Coordinate with cross-functional teams to resolve issues.

- Maintain customer records by updating account information in the internal database.

- Explore the platform after each release, anticipate support queries, and prepare resolutions.

- Proactively identify and attempt to optimize current processes to increase the efficiency, resolution & conversion rate, and aid customer satisfaction

- What we are looking for in a candidate

- Advanced writing and communication skills in English.

- Strong problem-solving and troubleshooting skills

- Effective time management and ability to multitask, organize and prioritize

- Hands-on knowledge of Slack, Google Suite, and customer service software like Freshworks is also a big plus.

- 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.

- Prior experience with SaaS companies and/or with a North American audience will be of great advantage

Qualifications

Experience: 3-6 years of experience in customer / client facing roles

Education: PUC / Any Graduation

Job Perks

Medical Insurance of INR 2 lacs which can be upgraded to a total of INR 22 lacs (All sponsored by the organization)

Open leave policy - no leave limits

Remote / Hybrid working. No relocation required.

Company-sponsored Learning @ Indee: Learning via various platforms/tools - conferences, online courses, etc which can be chosen by the employees themselves. We encourage training and will take care of travel and accommodation for conferences.

Performance-driven stock options

Generous rewards for building the organization via the employee referral route

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