SoundStack - Enterprise Support Specialist
Requirements
• Strong experience in enterprise-level technical support, preferably within the audio or media industry. • Excellent problem-solving skills with the ability to troubleshoot complex issues. • Strong communication skills, both written and verbal, with a customer-focused mindset. • Experience with support ticketing systems, Jira, and technical documentation. • Ability to manage multiple priorities and projects simultaneously. • Experience with customer onboarding and training.
Responsibilities
• Technical Support: Provide frontline technical support for SoundStack’s enterprise customers via phone, email, and ticketing systems. Manage and resolve support tickets, ensuring timely resolution and customer satisfaction. • Customer Onboarding: Help aid in the onboarding process of VIP customers, ensuring they are fully set up and operational on the SoundStack platform. • Customer Success: Act as the primary point of contact for our VIP partners, understanding their unique needs and ensuring their ongoing success with SoundStack’s products. • Escalation Management: Identify, document, and escalate issues to appropriate internal teams when necessary, ensuring quick resolution of complex problems. • Service Level Agreements (SLAs): Ensure 100% adherence to SLAs for all enterprise-level support requests, maintaining high standards of service and communication. • Documentation: Maintain and update client documentation, ensuring all processes and interactions are thoroughly documented for transparency and future reference. • Proactive Monitoring: Monitor the performance of SoundStack’s services for VIP clients, proactively identifying and addressing potential issues before they impact the customer. • Client Communication: Provide regular updates to stakeholders and customers on the status of ongoing issues and projects, ensuring clear and consistent communication. • Training and Development: Conduct training sessions for customers on the use of SoundStack’s platform and services, helping them to fully leverage the tools available. • Weekend and On-Call Support: Participate in a shared rotation for weekend and on-call support, ensuring our VIP partners receive continuous support.
Benefits
• Casual and friendly work environment • Work remotely from your home • A competitive compensation package with flexible working arrangements and training opportunities to help you grow and develop your professional skill set • We're a growing company which values promoting from within • Work with an inclusive, international/multi-cultural team • If you are a detail-oriented individual with a passion for customer support and you thrive in a dynamic and fast-paced environment, we would love to hear from you. Join our team as an Enterprise Support Specialist and contribute to our growth and success.
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