Customer Support Specialist

For more than seventeen years, Smule has been on a mission to bring the world together through music. Music is much more than listening, it’s about creating, sharing, discovering, and connecting with people. With dozens of millions of monthly active users creating millions of songs every day, Smule is spreading the joy of creative expression.

As a Customer Support Specialist, you will develop and sustain productive customer relationships by making our community’s needs the focus of our actions.

Responsibilities:

•  Respond to customer queries through a ticketing system. (Emails only)
•  Provide technical support for app issues reported by the customers, diagnose faults and communicate them with the QA/Development departments
•  Handle user complaints, refunds, technical difficulties, help users to troubleshoot and solve the problem.
•  Work closely with development teams to identify and solve production issues.
•  Maintain healthy customer relationships, spread the love of the solution as well as ensure community positive interaction.

Requirements:

•  Ability to write clearly and accurately, with effective reading comprehension skills
•  Experience in “Application Support” or similar role is advantage
•  Deals effectively with others in difficult situations
•  Great troubleshooting skills
•  Maintain a positive attitude, always friendly and upbeat
•  Excellent English (written, spoken)
• Familiar with Music trends, social networks
• Passion for music, games, social experiences

What We Can Offer You:

♫ Advanced and Latest Technologies

♫ Growth and Learning Opportunities

♫ Additional Health and Dental Insurance

♫ Benefit Pack – a huge variety of benefits to choose from

♫ Hybrid Mode WFH/WFO

♫ Stock Options Plan

♫ Discount Program

♫ Attractive “Refer a Talent” Program with Bonuses

♫ 22 Vacation Days, increasing to 28 for all loyal employees

♫ Office Food and Beverages

♫ Recreation Area (you can play music) and Relax Zone

♫ Office Fun Events, Team Buildings, etc.