Enterprise Support Specialist
New
S
SoundStackAudio Technology
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- JiraTechnical supportCustomer Success
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 written and verbal communication skills with a customer-focused mindset.
- Proficiency with support ticketing systems.
- Experience using Jira.
- Experience with technical documentation.
- Ability to manage multiple priorities and projects simultaneously.
- Experience with customer onboarding and training.
Responsibilities
- Provide frontline technical support for enterprise customers via phone, email, and ticketing systems.
- Manage and resolve support tickets to ensure timely resolution and customer satisfaction.
- Assist in the onboarding process of VIP customers to ensure they are fully operational on the platform.
- Act as the primary point of contact for VIP partners to understand needs and ensure ongoing success.
- Identify, document, and escalate complex issues to appropriate internal teams.
- Ensure 100% adherence to SLAs for all enterprise-level support requests.
- Maintain and update client documentation for transparency and reference.
- Monitor service performance for VIP clients to proactively address potential issues.
- Provide regular status updates to stakeholders and customers.
- Conduct training sessions for customers on platform tools and services.
- Participate in a shared rotation for weekend and on-call support.
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