Remote Enterprise Support Specialist | VIP Partnerships

SoundStack, Inc.

United States

Remote

USD 70,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Casual environment

Remote work

Competitive package

Promotions from within

Inclusive international team

Job summary

SoundStack, Inc. is seeking an Enterprise Support Specialist to ensure the technical success and satisfaction of our VIP partners. You will handle frontline technical support, onboarding, and ongoing success across SoundStack's Platform and Marketplace.

In this role you will manage tickets, monitor SLAs, document processes, and train customers. A strong customer focus, excellent communication, and experience with Jira are essential for delivering proactive, high-quality support to our enterprise

Qualifications

Experience in enterprise-level technical support, preferably within the audio or media industry.
Strong problem-solving skills for complex issues.
Excellent written and verbal communication with a customer-focused mindset.
Experience with support ticketing systems, Jira, and technical documentation.
Ability to manage multiple priorities and projects simultaneously.
Experience with customer onboarding and training.

Responsibilities

Provide frontline technical support for SoundStack’s enterprise customers via phone, email, and ticketing systems. Manage and resolve support tickets, ensuring timely resolution and customer satisfaction.
Help aid in the onboarding process of VIP customers, ensuring they are fully set up and operational on the SoundStack platform.
Act as the primary point of contact for our VIP partners, understanding their unique needs and ensuring their ongoing success with SoundStack’s products.
Identify, document, and escalate to appropriate internal teams when necessary, ensuring quick resolution of complex problems.
Ensure 100% adherence to SLAs for all enterprise-level support requests, maintaining high standards of service and communication.
Maintain and update client documentation, ensuring all processes and interactions are thoroughly documented for transparency and future reference.
Monitor the performance of SoundStack’s services for VIP clients, proactively identifying and addressing potential issues before they impact the customer.
Provide regular updates to stakeholders and customers on the status of ongoing issues and projects, ensuring clear and consistent communication.
Conduct training sessions for customers on the use of SoundStack’s platform and services, helping them to fully leverage the tools available.
Participate in a shared weekend and on-call support rotation, ensuring VIP partners receive continuous support.