Mixcloud

Product Support Specialist

Mixcloud

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Job 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