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worldwideRemotiveover 2 years agoAt DISCO, we strongly believe in the uniqueness of thought, experience and perspective that can only be achieved through having an inclusive and erse workforce. We strive to continue to make DISCO an incredible place to work by fostering a culture of inclusiveness, ersity, openness and collaboration. We value all different kinds of experience, so even if you feel you don't meet all of the necessary criteria for this position, we encourage you to apply.
DISCO is the industry standard for managing, organizing and sharing music and other media. We make music and media workflow fast, intuitive and simple, directly connecting people and their work to save time. Today we count UMG, Sony, Warner Music, Netflix, Amazon and Rockstar Games among our customers, and over 200,000 people interact with DISCO each month. Our customers are super passionate about our product.
As a tier 3 Customer Support representative, you will be responsible for providing advanced technical support for internal and external customers and working alongside DISCO’s internal development team to ensure timely resolution of issues. You will play a critical role in supporting our customer base, investigating/troubleshooting any bugs that may be identified and supporting Tier 1 and Tier 2 Customer Support team members.
Key responsibilities include
- Troubleshoot technical problems and answer support questions/inquiries via chat and email.
- Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.
- Investigate, troubleshoot, and escalate any bugs that have been identified, making sure that our developers are given detailed, accurate information about the issue.
- Document features requests by gathering details about a users’ specific needs and passing information along to the product team.
- Act as a point of contact for other teams who have support related questions.
- Be available to tier 1 support staff and assist them by answering questions, providing coaching, or taking on cases that have been escalated to you.
- Design and implement process workflows for the team.
- Work closely with developers, designers, and product managers to ensure the needs of our customers are being advocated for and met.
- Assisting with ad-hoc projects when necessary.
Requirements
- At least 3 years experience providing technical support in a software environment.
- Excellent attention to detail, strong investigative skills and exceptional analytical skills.
- Solid time-management skills and the ability to work independently.
- Excellent verbal and written communication skills.
- Possesses strong critical thinking and problem-solving skills
- Excellent customer service ability that results in trust and long-standing relationships with our customers
- Demonstrated ability to prioritize and multi-task in a deadline-driven, high-pressure environment
- Must be team-oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed.
- Fluent in English.
Benefits
At DISCO, our employees have told us what benefits mean the most to them, and we've listened. So as a DISCO employee, you will work remotely from home (or a co-working space) whilst being supported by a friendly and fun international team.
In addition, you will receive:
- A competitive salary in a fast-growing startup
- Office set-up allowance
- Annual learning and development allowance
- Annual learning and development allowance
- Four weeks paid vacation leave per year
- Paid bank/public holidays as outlined in our Leave Policy
- Two weeks paid sick leave per year
- Paid Parental Leave
- A company laptop
- Monthly internet allowance/reimbursement
- The ability to work how you want. We’re not heavy on rule books. Everyone is trusted to figure out the best way to work.
- Manage your own time, work remotely - we just ask that, if you’re based in a city where we have other staff, that you're open to spending some face time with them, and that you have at least a couple of hours crossover with Australian business hours year-round.
To apply for this incredible position, please submit your resume along with a cover letter.
DISCO is an equal opportunity employer. In addition, we will provide reasonable accommodations for iniduals who have disabilities. If you require any reasonable accommodation to participate in the application process, please note this in your cover letter and we will reach out to you.
Please note that we do not accept unsolicited resumes from recruitment agencies.
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