Technical Customer Support Agent
September 10
Description
• At TuneIn, we are reinventing radio for a connected world with live sports, up-to-the-minute news, curated music, millions of podcasts, and over 120,000 streaming radio stations. • The Role: Seeking a dedicated and empathetic Technical Customer Support Agent to be the frontline advocate for our users. • User Assistance: Provide prompt and accurate support to users, broadcasters, and partners to resolve their inquiries and issues. • Issue Resolution: Troubleshoot and resolve user issues across multiple platforms. • Support Documentation: Ensure our support portal and knowledge base are maintained with accurate and user-friendly information. • Feedback Gathering: Act as the voice of the customer, gathering insights from user interactions. • Collaboration: Work closely with cross-functional teams to ensure user feedback is considered in product development. • Customer Advocacy: Promote customer-centric thinking within the team. • Continuous Improvement: Participate in training and development activities to enhance support skills.
Requirements
• Minimum of 2 years of experience in technical customer support roles within a tech or digital environment, supporting software or technical products. • Strong communication and interpersonal skills, with the ability to convey information clearly and empathetically. • Experience troubleshooting technical issues and incidents. • Problem-solving and root-cause analysis skills with a proactive approach to resolving issues before they escalate. • Ability to work effectively in a dynamic, fast-paced environment. • Familiarity with customer support software and CRM tools such as Freshdesk or Zendesk. • A team player with a positive attitude and a commitment to providing an exceptional user experience. • Experience tracking support focused KPIs like CSAT, first touch SLAs and time to escalation.
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