Responsibilities
- Act as the main contact for customer inquiries received through email, chat, and phone, delivering professional, prompt, and solution-focused responses.
- Process and resolve support tickets efficiently, maintaining accurate records and timely follow-ups using CRM and ticketing tools.
- Assist customers with onboarding, initial setup, and ongoing use of software and hardware solutions.
- Understand individual customer needs, provide precise information, and ensure a positive experience during every interaction.
- Troubleshoot and resolve basic software and hardware problems, including account access, device connectivity, and configuration issues.
- Escalate complex technical cases to specialized teams with detailed and clear documentation.
- Collaborate with technical support to stay informed about product updates, known bugs, and resolution workflows.
- Support new customers in setting up their accounts quickly and effectively.
- Monitor signs of customer engagement or dissatisfaction and alert the Customer Success Manager about at-risk accounts.
- Support subscription renewals, identify potential upselling opportunities, and share customer feedback with internal departments.
- Help create and maintain user-facing support materials such as help guides, FAQs, and knowledge base content.
Benefits
- Be part of a rapidly expanding international company in the music technology sector with a defined purpose.
- Collaborate with a motivated and team-oriented group spanning Europe and Latin America.
- Access ongoing personal and professional development in a fast-paced, evolving environment.
- Work remotely with flexibility and autonomy.
Work Arrangement
Remote (Country)
Team
Customer Success team
Working hours
8 hours per day, Monday to Friday, from 4:00 am to 1:00 pm Eastern Standard Time, including a one-hour lunch break. This schedule supports coverage during European business hours.
Position type
This is a fully remote role.
Reporting line
The role reports directly to the Customer Success Manager.
Contract type
This position is offered on a freelance or independent contractor basis.
Tax and legal obligations
The candidate is responsible for managing their own tax and social security requirements according to the laws of their country of residence.
