Responsibilities
- Act as the first line of support for customers via email, phone, and chat
- Manage a ticket queue to provide prompt high-quality responses, timely follow-up, and satisfactory resolutions
- Explain technical concepts in simple, understandable language
- Skillfully gather and analyze information, troubleshoot complex technical issues, and proactively identify trends
- Independently manage your time, make decisions, and stay organized in a fast-paced, multi-tasking environment
- Suggest and help implement process improvements, contribute to shared documentation and create best practices
- Lead the technical implementation of new product subscriptions
Candidate Requirements
- Associate or Bachelor’s degree (preferred)
- 1+ years of experience in a technical customer support role
- Experience working with radio station automation systems and software, SaaS products
- Familiarity with basic web technology, software, and social media
- The ability to communicate clearly, effectively, and professionally and vary messaging to different audiences
- A proactive nature, self-motivation, and dependability
- A willingness to accept feedback and strive for continuous improvement