Technical Support Specialist

Reporting to the Senior Product Support Specialist, you will be the first point of contact for both our creators and listeners who have a query, problem, or feedback. You will provide support to Customer Support Specialists to investigate and escalate technical issues and you’ll use skills in data analysis and programming to work on process improvement initiatives.

An ideal candidate consistently takes the initiative to identify problems and thoroughly investigate issues to provide a high standard of customer service. You’re an analytical thinker who can identify trends and patterns in ticket data, and you bring a solutions-focused approach to reporting this to the wider team.

We’re looking for someone technically proficient, with great communication skills. You will be a people person who genuinely enjoys educating and interacting with customers, and going above and beyond to help resolve their queries.

Requirements

WHAT YOU WILL DO:

• Investigate and resolve customer queries via Zendesk, within team SLAs.
• Consistently action the removal of terms-violating content from the platform
• Consistently action notices for DMCA, GDPR and other business requirements
• Monitor and respond on the app stores, social media, forums etc to ensure we are on top of our customer needs
• Assist in keeping our public knowledge base and macros up to date with product releases, focusing on user education and making technical information accessible
• Proactively monitor recurring issues and trends using data analysis tools
• Reproduce and ticket reported issues and liaise with developers for further investigation
• Assist in testing public features and internal tools
• Contribute to process improvement initiatives, including developing and leveraging software solutions to improve team efficiency

Requirements:

• Excellent English language skills, with an emphasis on clear and concise writing skills.
• You have a demonstrated track record of handling a high volume of work/support tickets via email and other channels. You work efficiently and to a high standard.
• You’re an innate problem solver. You are investigative, decisive and thorough. You will take joy in fixing problems for customers, assisting peers with technical investigations, and identifying and working on opportunities to improve processes.
• You’re tech-savvy and consider yourself to be a product expert, with a hands-on approach to learning about new features.
• You’re adaptable and able to balance direct communication with users with internal process improvement tasks. You are self-motivated, proactive, and have excellent prioritisation skills
• You can build rapport with ease with internal and external stakeholders. You know how to turn an unhappy customer into a happy one, and you can communicate feedback internally with candour and kindness.

Benefits

We have a remote-first work culture, although we still have an office in Brick Lane/ Spitafields available for anyone to use. We host mandatory team onsite meetings once a quarter in London.

We’re a culturally active bunch, with many of us pursuing our passions as DJs, producers, radio hosts, promoters or creatives. We cater weekly lunches and host social team mixers. We offer a great benefits package that includes generous holiday, flexible working, and a healthcare plan. We offer a culture of personal development and growth. We’re serious about encouraging our employees to develop their careers through goal setting, training and mentorship. Mixcloud also covers the cost of books.

Mixcloud is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.