SoundStack · 1 month ago
Enterprise Support Specialist
United States
Full-time
Hybrid
Mid LevelSoundStack is an audio-as-a-service company that provides solutions for various digital audio businesses. The Enterprise Support Specialist is responsible for ensuring the technical success and satisfaction of VIP partners by providing top-tier support and managing their onboarding and ongoing success with SoundStack’s products.
AudioDigital MediaPublishing
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
Qualification
Required
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
Benefits
Casual and friendly work environment
Work remotely from your home
A competitive compensation package with flexible working arrangements and training opportunities to help you grow and develop your professional skill set
We're a growing company which values promoting from within
Work with an inclusive, international/multi-cultural team
Company
SoundStack
SoundStack is the independent, full-stack technology / services company for podcast and digital audio businesses – enterprise media, networks, hosting platforms, ad tech, and buy-side partners.
Founded in 2017
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Rockie Thomas
Chief Revenue Officer/Co-Founder
Sean Lozensky
Chief Solutions Officer/Co-Founder
Company data provided by crunchbase