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Customer Support Representative

About the Company

At the intersection of technology, science, business, and sports, Strivr offers the leading VR-based immersive learning platform that is changing the way employees train, learn, and perform. With a mission to elevate performance through immersive experience, we are redefining an industry and shaping the future of workforce development.

Strivr was founded in 2015 out of Stanford University’s Virtual Human Interaction Lab, using the football field as our proving ground. Since then, we have expanded from the athlete to the enterprise, partnering with leading Fortune 1000 companies including Bank of America, MGM Resorts, Sprouts, Verizon, and Walmart to innovate and elevate employee learning and development at scale.

More than just content inside a headset, Immersive Learning is a groundbreaking training methodology that combines the sense of presence of Virtual Reality with advanced learning theory, data science, and spatial design. It provides realistic, high-impact experiences driven by best practices across L&D, instructional design, immersive content development, data science, product design, and user experience. As the leading VR-based Immersive Learning solution for enterprises on the market today, Strivr’s platform enables the deployment of VR training at scale while serving as the bridge to the connected immersive worlds of tomorrow.

Recognized by Fast Company’s Most Innovative Companies three years in a row, a ‘Major Player’ by IDC in Soft Skills VR Training, and awarded by leading L&D analyst firm Brandon Hall, we take pride in our passion for innovation and use that energy to fuel our work. Our culture thrives on dignity, inclusion, accountability, transparency, and teamwork. We celebrate every win and learn from every loss. With a customer-focused mindset, we embrace continuous evolution and look forward to growing our team as we lead the industry forward!

About the role

Strong customer service is one of STRIVR’s key strengths that promotes loyalty. STRIVR is looking for someone with good written and verbal communication and troubleshooting skills who can maintain the standards of friendliness and helpfulness while supporting STRIVR’s enterprise customer base. You would also provide proactive support by way of identifying trends in support items, developing proactive solutions, and providing valuable customer feedback to the product team.

The ideal candidate will have proven experience resolving a myriad of customer challenges across email, phone and chat. This role is tailor-made for someone who is a natural problem solver with a high technical acumen and friendly demeanor. This role is for someone who can guide customers from problem to solution, uncovering the root of the challenge(s).

Responsibilities: Tier 2 support

• Provide customers with real-time solutions
• Effectively provide escalation-level support
• Effectively escalate up higher-level tickets
• Contribute to updating external support documentation
• Contribute to internal product and support knowledge sharing
• Be a channel from the customer to the product team and provide accurate and useful feedback to the product management team
• Identify opportunities to streamline the current support process to increase efficiency

Skills and Experience

• Excellent interpersonal communication skills and a friendly demeanor
• 2+ recent years in a customer service role supporting a technology product (i.e mobile device, tablet, game system)
• Over the phone support
• Previously used a support desk tool (SFDC Service Cloud preferred, but Zendesk, Freshdesk, ServiceNow, etc. are good too)
• Tech-savvy – able to learn how to troubleshoot technical issues while navigating multiple systems
• Highly organized and diligent – you work with urgency while keeping a poised and friendly demeanor
• On-your-feet critical thinking
• Time management and prioritization skills