Product Support Specialist, Mixcloud

• 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
• 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
• A high-speed and stable internet connection

Desirable

• 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
• 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