General Summary

As Seasonal Customer Support Representative, you will be primarily responsible for delivering an exceptional customer service experience by resolving customer inquiries to ensure customer satisfaction and retention.

You will also be responsible for the promotion and selling of the company products and contributing to the online product knowledge base.

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues.

Core Functions :

• Receive inbound phone calls, emails, and / or chats from customers to answer questions and resolve technical issues for our products and accurately record customer interactions within the ZenDesk environment.
• Support placing customer orders, processing refunds and answering accounting-related questions using internal platforms, including, but not limited to, CSI, MakeMusic Cloud Support Portal, Netsuite, and Braintree.
• Contribute to the knowledge base by creating and maintaining articles that effectively resolve customer questions and technical issues.
• Engage the customer to suggest the use of additional products when applicable.
• Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals.
• Influence the customer experience by providing feedback on the voice of the customer.
• Encourage and assist in the adoption of the ecosystem of products and features where appropriate.
• Partner with Marketing, Sales, Product, UX, and Engineering to provide exceptional service for customers.
• Submit and manage product issues and bugs to Product and / or Engineering as appropriate.
• Assist in editing and updating technical and FAQ documentation.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Bachelor’s degree required, preferably in Music or Music Education.
• Minimum 1-year experience using MakeMusic Cloud (formerly known as SmartMusic) and / or Finale.
• Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars etc.
• Demonstrated effectiveness in verbal and written technical communication.
• Superior customer service and problem-solving skills.
• Maintaining a calm demeanor during escalated situations.
• Ability to flex with changes in inbound contact volume, both seasonally and day-to-day, while also balancing additional duties and tasks.
• Strong ability to multitask under minimal supervision.
• Technical proficiency with PC and Mac platforms.
• Strong organizational and time management skills.

Desired Qualifications :

• Passion for music.
• Demonstrated use of additional music technology, including hardware (MIDI controllers, audio interfaces, live sound, etc.

and software (DAWs, sequencers, instrument sample libraries).

• Customer-facing service experience, either in-person, via telephone, or via email / online communication.
• Experience with ZenDesk.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Benefits

Compensation :

Peaksware / MakeMusic is committed to fair and equitable compensation practices. The hourly range for this role in Colorado is $14.

49 - $24.15 / hour. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

Last updated : 2024-05-20