Enterprise Support Specialist
New
USAFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- JiraCommunication SkillsTrainingTroubleshootingTechnical supportCustomer support
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
- 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.
- Help aid in the onboarding process of VIP customers, ensuring they are fully set up and operational on the SoundStack platform.
- Act as the primary point of contact for our VIP partners, understanding their unique needs and ensuring their ongoing success with SoundStack’s products.
- Identify, document, and escalate issues to appropriate internal teams when necessary, ensuring quick resolution of complex problems.
- Ensure 100% adherence to SLAs for all enterprise-level support requests, maintaining high standards of service and communication.
- Maintain and update client documentation, ensuring all processes and interactions are thoroughly documented for transparency and future reference.
- Monitor the performance of SoundStack’s services for VIP clients, proactively identifying and addressing potential issues before they impact the customer.
- Provide regular updates to stakeholders and customers on the status of ongoing issues and projects, ensuring clear and consistent communication.
- Conduct training sessions for customers on the use of SoundStack’s platform and services, helping them to fully leverage the tools available.
- Participate in a shared rotation for weekend and on-call support, ensuring our VIP partners receive continuous support.
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