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.

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.

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

Enterprise Support Specialist

Key skills