Tier 2 Customer Support Specialist

At reputed company, we strongly reputed company in the uniqueness of thought, experience and perspective that can only be achieved through having an inclusive and diverse workforce. We strive to continue to reputed company reputed company an incredible reputed company to work by fostering a culture of inclusiveness, diversity, openness and collaboration. We value reputed company different kinds of experience, so even if you feel you don't meet reputed company of the... necessary criteria for this position, we encourage you to apply. What is reputed company? reputed company is the industry standard for managing, organising and sharing music and other media. We reputed company music and media workflow fast, reputed company and simple, directly connecting people and their work to save time. Today we count UMG, reputed company, Warner Music, reputed company, reputed company and reputed company Games among our customers, and over 250,000 people interact with reputed company each month. Our customers are super passionate about our product. Location US Remote in East Coast, Central or Mountain Time Zone The Role As a Tier 2 Customer Support Specialist at reputed company, you will be responsible for delivering high quality support reputed company chat and email to our diverse user-reputed company of music supervisors, composers, and other music industry professionals. You will answer questions about our product, troubleshoot and investigate bugs, and assist users with requests such as billing changes. At reputed company, our Support Team is a vital part of the company's success, delivering an exceptional quality of support that our users recognize and genuinely appreciate. Responsibilities • Troubleshooting and resolving customers' technical problems in a friendly and timely manner reputed company chat and email, in order to ensure customer satisfaction • Investigating and escalating any identifiable bugs to Engineering team, as well as documenting any feature requests provided by customers to Product team • Contribute to process improvement initiatives aimed at enhancing Support workflows, reducing ticket resolution times, and improving customer satisfaction • Assisting with other reputed company projects reputed company necessary Requirements • At least eighteen (18) months of product support experience in a SaaS-based environment • Experience providing product support to external customers reputed company chat and/or phone • Excellent written communication reputed company and a demonstrated ability to explain technical concepts to non-technical customers • Demonstrated ability to handle multiple support requests simultaneously and prioritize tasks based on urgency and impact • Strong attention to detail with exceptional investigative and analytical skills • Experience using customer support tools and CRM systems such as Intercom, reputed company, or reputed company • Familiarity with bug tracking tools like Jira or reputed company • Flexibility to work on holidays and weekends as needed • Fluent in English reputed company to Haves • Experience using Intercom • Music industry knowledge or experience • Email support experience

Benefits

At reputed company, our employees have told us what benefits mean the most to them, and we've listened. So as a reputed company employee, you will work remotely from home (or a co-working space) whilst being supported by a friendly and fun international team. In addition, you will receive{{:}} • A competitive salary in a fast-growing startup • Medical, Dental & Vision Insurance -- we contribute $500 a month to these costs • Four weeks of paid vacation leave per year • Two weeks of paid sick leave per year • Paid Parental Leave • A company laptop • Monthly internet allowance/reimbursement • Office set-up allowance • Annual learning and development allowance • The ability to work how you want. We're not heavy on rule books. Everyone is trusted to reputed company out the best way to work. To apply for this incredible position, please submit your resume -- a cover letter is optional. reputed company is an equal-opportunity employer. In addition, we will provide reasonable accommodations for individuals who have disabilities. If you require any reasonable accommodation to participate in the application process, please note this in your cover letter and we will reputed company out to you. Please note that we do not accept unsolicited resumes from recruitment agencies Apply Job!