Hi, we're Banzai!
We’re out to solve the #1 business challenge for all B2B Marketers – proving Marketing ROI.
Through The Banzai Platform, we provide marketers the campaign insights they need to make better marketing decisions – and we do it all in one platform, so it’s super easy. We know marketing is hard enough – why make it harder?
Our mission is to help our customers accomplish their mission – through better marketing, sales, and customer success outcomes. Our vision is to increase the value of every customer interaction for every company in the world.
Ready to join us?
Role Description
- Provide reactive technical and product support to address customer inquiries and resolve technical or product issues through email, phone, and live chat channels.
- Deliver live technical assistance and guidance during video shoots for OpenReel clients in a professional and empathetic manner.
- Document support requests and maintain accurate records in the ticketing system.
- Act as a trusted video production consultant, providing expert advice to both internal teams and external clients.
- Analyze client interactions to identify emerging trends and potential opportunities for service enhancement.
- Educate clients on recommended practices and techniques for effective remote video production.
- Diagnose, document, and report platform bugs and other technical issues reported by clients.
- Escalate complex or unresolved issues to higher-level technical teams, when necessary.
- Contribute to the ongoing development and maintenance of OpenReel's internal and external support knowledge base.
- Provide project management, technical direction, and editing services for the OpenReel One service platform.
- Conduct follow-up communications with clients during the post-production phase to provide updates and summaries of project status.
Requirements
- Associate’s or Bachelor’s degree in IT or Media related field, preferred
- 2+ years of experience in a Customer Support or Audio/Visual role, preferably in SaaS
- Webinar and Audio/Visual experience strongly preferred
- Strong troubleshooting skills and technical aptitude
- Excellent written and verbal communication skills
- Familiarity with ticketing systems and remote support tools
- Ability to work independently and as part of a team in a fast-paced environment
- Motivated self-starter with a growth mindset
- Passionate about providing excellent customer experiences
- Ability to learn multiple products quickly
- Proactive, with exceptional follow through
- People oriented; quickly builds positive rapport
- Embodiment of our company values (Learning, Serving Others, Game Changing and 10,000 Years), both internally and externally.
Desired Qualifications, Skills, & Experience
- Experience supporting SaaS tools and products.
- Basic understanding of platforms and technologies used by the company.
- Intermediate level Audio/Visual knowledge
Benefits
- 401(k) plan (US based)
- Health, Dental, Vision, Life, and Long-Term Disability insurance (US based)
- Unlimited PTO
- Remote first company
- 12 weeks of fully paid parental leave
- 2 paid mental health days every quarter, plus one full week of paid mental health rest every year
- Working with a truly mission-driven team motivated by excellence
- Real room for growth in professional and personal development
- Clear objectives, direction, and empowerment from executive leadership
Banzai is an equal opportunity employer that values diversity. We are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds and experiences to apply.
Job Type: Full-time
Salary: $40,000 - $50,000 per year
Work Location: Remote, ideally in the US Central time zone.
To apply, please submit your resume to hr@banzai.io. We look forward to reviewing your application!