SoundStack

Enterprise Support Specialist

United States

Sponsorship not specifiedDetected 694 days ago

JiraOnboardingCustomer SuccessCustomer SupportCommunicationProblem Solving

About the role

Customer Onboarding: Help aid in the onboarding process of VIP customers, ensuring they are fully set up and operational on the SoundStack platform.
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.

Manage and resolve support tickets, ensuring timely resolution and customer satisfaction.
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.
The Enterprise Support Specialist (ESS) at SoundStack is responsible for ensuring the technical success and satisfaction of our VIP partners across both the Platform and Marketplace areas of SoundStack.
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.
Weekend and On-Call Support: Participate in a shared rotation for weekend and on-call support, ensuring our VIP partners receive continuous support.

Excellent problem-solving skills with the ability to troubleshoot complex issues.
Experience with support ticketing systems, Jira, and technical documentation.
Experience with customer onboarding and training.
Strong experience in enterprise-level technical support, preferably within the audio or media industry.
Strong communication skills, both written and verbal, with a customer-focused mindset.
Ability to manage multiple priorities and projects simultaneously.
What's in it for you?
If you are a detail-oriented individual with a passion for customer support and you thrive in a dynamic and fast-paced environment, we would love to hear from you. Join our team as an Enterprise Support Specialist and contribute to our growth and success.

Help aid in the onboarding process of VIP customers, ensuring they are fully set up and operational on the SoundStack platform.
Provide regular updates to stakeholders and customers on the status of ongoing issues and projects, ensuring clear and consistent communication.
Provide frontline technical support for SoundStack's enterprise customers via phone, email, and ticketing systems.
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.

This listing is sourced directly from SoundStack's careers page and normalized into a canonical job model.