Customer Support Representative-Budapest

About Us At Colossyan, we help modern teams create, manage, and scale training and enablement content with AI. Leading organisations such as Paramount, Ericsson, Continental AG, Cisco, Johnson & Johnson, and UPS use Colossyan to transform knowledge into engaging, scalable training and enablement experiences. By combining AI-powered video and authoring with intuitive design, teams can turn existing knowledge into structured, interactive content and deliver it across global organisations efficiently. To date, more than 1 million videos have been created using Colossyan, and we’ve been recognised as a G2 Leader across multiple product categories. We’re also proud to have received the Red Dot Design Award for product design. Colossyan enables teams to: - Transform documents, presentations, and prompts into structured training content - Create AI-powered learning experiences with avatars, narration, and visual storytelling - Build interactive training programs with modules, media and assessments to drive engagement - Translate and localise training into 100+ languages instantly - Keep knowledge up to date by quickly editing and maintaining training content as information evolves - Measure effectiveness with analytics and insights Behind the product is a fast-growing, international team of 70+ people united by a passion for technology and its potential to help organisations scale knowledge more effectively. We foster a culture of collaboration, curiosity, and continuous learning, and we’re committed to supporting the personal and professional growth of every team member. Our mission is to democratise organisational knowledge and make it easy for teams to create, update, and scale training and enablement across the entire company. To learn more about our product features, visit colossyan.com . About the role: We’re looking for an experienced Customer Support Representative to join our growing team, supporting customers via live chat, email, voice and video. You'll collaborate cross-functionally to troubleshoot technical issues, escalate bugs, and implement customer feedback. Additionally, you'll maintain help centre resources, analyse support metrics, and help improve our support processes. Responsibilities Working an evening shift (13:00 - 22:00) fortnightly to help support our US-based customers, you will be the trusted point of contact for Colossyan platform users, providing technical and product support via live chat, email, and phone. Collaborate with cross-functional teams across Engineering, Product, Marketing, Legal, Finance, Sales, Success, and more to problem-solve and develop solutions that incorporate customer feedback. Assist in managing open customer issues, including troubleshooting technical problems, escalating bugs, and collaborating with the development team. Create and maintain help centre articles to enrich customer support resources and ensure accurate and up-to-date information is available. Analyse customer support data, reporting, and metrics, and communicate results to relevant stakeholders for continuous improvement. Identify opportunities to improve Colossyan's customer support playbook and processes. Embrace a hybrid work model. Requirements 3+ years of experience in customer support, preferably in a fast-paced environment with various communication channels (voice, video call, email, chat). Technical proficiency to understand, troubleshoot and resolve issues through critical thinking and logic. Excellent written and verbal communication skills in English; including the ability to express opinions and "disagree and commit" when needed, other languages are a plus. Proficiency in Windows and Mac operating systems, Google Suite and Slack. Effective project management skills and the ability to handle multiple tasks simultaneously, prioritise tasks effectively and demonstrate flexibility. Strong passion for continuous learning and knowledge enhancement with the ability to adapt to new tools and technologies. A