Customer Support Specialist
Zenergi
Product Support Specialist
Mixcloud
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Reporting to our Product Support Lead, you will provide accurate, thoughtful, and fast responses to our community, to help them get the answers they need.
- You will be a tech-savvy natural problem-solver who consistently takes the initiative to identify problems, thoroughly investigate issues, and action escalations promptly, providing efficient service and contributing towards product improvement.
- We’re looking for someone with email support experience who is technically minded and empathetic. You’re a people person and a strong, adaptable communicator who genuinely enjoys educating and interacting with customers, and going above and beyond to help resolve their queries.
Requirements
- Investigate and resolve customer queries via Zendesk, within team SLAs.
- Troubleshooting technical issues and bugs for our users across the web, mweb, and app versions of the platform.
- Proactively identify and monitor recurring issues and trends reported by our users.
- Reproduce and ticket reported issues and liaise with developers for further investigation.
- Review and action the removal of terms-violating content from the platform.
- Consistently action notices for DMCA, GDPR and other business requirements.
- Monitor and respond on the app stores, social media, forums, etc to ensure we are on top of our customer needs.
- Assist in keeping our public knowledge base and macros up to date with product releases, with a focus on user education and making technical information accessible.
- WHO YOU ARE
- Strong IT and technology skills with the ability to guide others on technical issues.
- Excellent English language skills, with an emphasis on clear and concise writing skills.
- Experience working within a customer support environment, preferably through email or live chat.
- You have a demonstrated track record of handling a high volume of work/support tickets via email and other channels. You work efficiently and to a high standard.
- You’re an innate problem solver - you are investigative, decisive and thorough. You will take joy in solving issues and identifying workarounds to help users.
- You’re tech-savvy and keen to become a product expert, with a hands-on approach to learning about new features.
- You are self-motivated, proactive, adaptable, and have excellent prioritisation skills.
- You’re a team player; you take pride in your individual contributions to team goals, and you’re keen to collaborate with your peers to get to the best solution for our users.
- You can build rapport with ease with internal and external stakeholders. You know how to turn an unhappy customer into a happy one, and you can communicate feedback internally with candour and kindness.
- IT’S A BONUS IF:
- You have experience using Zendesk and other ticketing systems.
- You have an interest in audio, streaming, tech, music and culture.
- You are multilingual.
- HOME OFFICE REQUIREMENTS:
- A high-speed and stable internet connection
