Enterprise Support Specialist

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