Enterprise Support Specialist
August 29
Description
• Provide frontline technical support for SoundStack’s enterprise customers via phone, email, and ticketing systems. • Help aid in the onboarding process of VIP customers. • Act as the primary point of contact for our VIP partners. • Identify, document, and escalate issues to appropriate internal teams. • Ensure 100% adherence to SLAs for all enterprise-level support requests. • Maintain and update client documentation. • Monitor the performance of SoundStack’s services for VIP clients. • Provide regular updates to stakeholders and customers. • Conduct training sessions for customers on the use of SoundStack’s platform and services. • Participate in a shared rotation for weekend and on-call 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.
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