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 written and verbal communication skills with a customer-focused mindset.
Experience with support ticketing systems (e.g., Jira) and technical documentation; onboarding and training experience.
Requirements:
Provide frontline technical support for enterprise customers via phone, email, and ticketing systems; manage and resolve tickets with timely resolution and customer satisfaction.
Aid in onboarding VIP customers, ensuring they are fully set up and operational on the SoundStack platform.
Serve as the primary point of contact for VIP partners, understanding their needs and ensuring ongoing success; escalate complex issues to appropriate internal teams as needed.
Proactively monitor service performance for VIP clients, maintain SLAs, document processes, and communicate status updates; conduct customer training sessions as required.
Job description
About SoundStack:
SoundStack is the audio-as-a-service (AaaS) company for every kind of digital audio business—podcasters, digital broadcasters, platforms, advertisers, and more. By giving those businesses equal access to big tech that’s easy to use and the ability to connect with any provider across the market, SoundStack makes audio creation, delivery, monetization, and analysis simple and effective for everyone.
Overview:
The Enterprise Support Specialist (ESS) at SoundStack is responsible for ensuring the technical success and satisfaction of our VIP partners across both the Platform and Marketplace areas of SoundStack. The ESS is a crucial part of our VIP support team, which is dedicated to providing top-tier support and ensuring our partners have a seamless experience with SoundStack’s products and services.
Core Job 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.
Qualifications
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.
What's in it for you?
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.
