Technical Support Representative (Recording/Streaming Platform) | Philippines

Shelby American, Inc.; Cambridge (MA); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a dynamic team as a Technical Support Representative for a leading recording platform! This role offers the chance to work fully remote while providing top-notch customer service to users setting up remote recording sessions. You'll engage with a diverse clientele and collaborate with R&D to solve issues efficiently. If you are tech-savvy, enjoy problem-solving, and have a passion for audio, this position is perfect for you. Embrace the opportunity to grow in a supportive environment that values your contributions and fosters your career development.

Qualifications

• 1-3 years of experience in sound/audio engineering is a plus.
• Experience with sound editing and recording equipment is required.

Responsibilities

• Interact with users via chat and email for support.
• Assist customers with remote recording setups and troubleshooting.

Skills

Technical Support

Problem Solving

Empathy

Adaptability

Learning Agility

Education

Degree in Audio/Sound Engineering

Audio Recording Program

Theatre Arts focusing on Audio/Sound

Tools

Mixing Consoles

Recording Software (DAW)

Pro Tools

Job description

All Jobs > Technical Support Representative (Recording/Streaming Platform) | Philippines

Technical Support Representative (Recording/Streaming Platform) | Philippines
Fully Remote

Description

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking Technical Support Representatives to join our team in the Philippines.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S.

Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that in our first five years, we grew entirely through client referrals.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable and inclusive company. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.

Our client empowers companies to record podcasts and video interviews remotely in studio-quality. Since launching, they have experienced rapid growth and are trusted by customers such as Spotify, NY Times, NBC, CNN, and iHeartMedia.

Are you tech-savvy and a native-level English speaker? Do you love to learn and grow and do all this in a global team that works closely together? Do you like to take ownership and make an impact? Come join our team!

What you'll do:

1. Interact with users by chat, and email.
2. Assist with setting up customers for remote recording and offer live troubleshooting.
3. Ensure the highest quality customer service, while working in a remote environment.
4. Continuously learn and develop one’s skill set.
5. Work with other teams to deliver the voice of the customer to our product team.
6. Work closely with R&D to solve issues fast and efficiently.
7. Provide our knowledge team with needed drafts for articles, internal knowledge, and training.

This makes you a good fit:

1. 1 to 3 years of proven experience as a sound/audio engineer - a plus.
2. Experience with sound editing and recording equipment (e.g. mixing consoles).
3. Working knowledge of recording software (DAW) and hardware (e.g. Pro Tools).
4. Tech-savvy. Solution-oriented.
5. Enjoys the puzzle of solving open-ended problems.
6. Quick learner and loves it.
7. High level of empathy.
8. Able to work in a fast-paced and dynamic environment.
9. High flexibility for schedule changes.
10. A minimum of 30 MBPS internet speed when working from home.
11. A degree in audio/sound engineering, audio recording program, or theatre arts focusing on audio/sound, and or a related field is a plus.