Photobucket Is One of the Web's Most Popular Creative Hubs, and the No 1 Photo Site in the US

Photobucket is one of the Web's most popular creative hubs, and the No 1 Photo site in the US.* Photobucket’s users link to, upload, share and search for billions of personal photos, graphics, and videos every day. The company was founded in 2003 and merged with Ontela inDecember 2009. The company is headquartered in Denver, Colo. with offices in San Francisco, CA and Seattle, WA and is available online at

SeniorProduct Support Representative

Under the direction of the Supervisor of Customer Support, the Senior Product Support Representative is responsible for the timely and accurate resolution of product support issues related to Photobucket products and services. The Senior Product Support Representative is expected to deliver world-class product support efficiently, effectively and accurately. In addition, the Senior Product Support Representative provides service and support as a social media moderator, responding to support and help requests, managing discussion topics, and promoting Photobucket’s value proposition in various media venues such as Facebook and Twitter.

Essential Functions:

Technical Product Support

· Triage, troubleshoot an accurately respond to customer email inquiries associated with Photobucket products and services.

· Handle technical tickets escalated to Tier 2 support, including browser based and multiple operating system questions and complaints received from users.

· Participate in the testing of pre- and post-release product changes, new product introductions, and remedial changes that correct product bugs and issues.

Customer Support

· Receives and responds to a high volume of email inquiries from customers.

· Provides product training to new and existing customers on all aspects of Photobucket product offerings.

· Explains and interprets all Photobucket policies and procedures including Terms of Use.

· Creatively resolves customer issues and ensures customer problems are accurately and completely resolved by using available resources, including on-line systems.

· Asks probing questions and takes the opportunity to educate customers to avoid unnecessary repeat contacts.

· Investigates customer complaints and performs front-line analysis and intervention when appropriate.

Social Media

· Interact with users and provide accurate solutions to product questions posted and promote Photobucket services in social media venues such as Facebook and Twitter, blogs and various forums where users post questions, ideas and suggestion pertaining to Photobucket.

· Collect, analyze and report user experience trends identified in social media venues for Photobucket leadership in order determine needed updates, changes and enhancements that can improve overall user experience.

Passion for Service

· Strives to meet or exceed department-established service standards.

· Employs active listening skills. Demonstrates patience, and is able to handle difficult customers tactfully, courteously and professionally.

· Solves problems in a way that makes customers feel valued and that their contact with Photobucket is important.

· Promotes Photobucket’s public image by responding positively to inquiries related to advertising, press releases and public relations inquiries.

Teamwork

· Adheres to assigned schedules to ensure appropriate phone and email coverage.

· Participates in initiatives and/or responds to requests for help to contribute to team and department success.

· Offers and seeks assistance from team colleagues to ensure accuracy and to further develop knowledge.

· Acts as a liaison between Photobucket key departments and customers.

Minimum Requirements:

· Minimum of 4 years product support experience, in a consumer focused environment.

· 3+ years of experience in browser and operating system technical support, Level 1 and Level 2.

· Bachelor’s degree, preferably in computer science or technical field.

· Strong Knowledge of MAC & PC platforms with proficiency in features and functionality.

· Proficient in mobile phone technology and phone apps.

· Proven ability to adapt to process and environment changes.

· Proven troubleshooting experience and problem analysis skills required.

· Demonstrated knowledge of multi-channel service delivery (voice, email, chat).

· Knowledge of COPC, Six Sigma, ISO9000 or other quality improvement methodologies preferred.

· Availability to work three weekends per month is required with one weekend per month off.

We offer competitive compensation and a dynamic, fun, growing company environment. Benefits include stock options, bonus programs for all employees, comprehensive coverage for medical, dental, life, disability, 401(k) savings plan, and vacations and holidays.

All your information will be kept confidential according to EEO guidelines.
Please click on the Apply Now Link below.Please be sure to attach a copy of your resume so that we may appropriately evaluate your credentials. Only on lineapplications will be accepted.

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