Support Specialist

  • Full-time
  • Support
  • Šmerļa street 3, Riga, Latvia
  • Last day to apply: 12 Sep 2020

Sonarworks is a globally leading audio technology company. Our team is behind the precision audio software used by Grammy-Award winning producers in over 45,000 professional recording studios in the world. Based on our patented technologies, we are now on a journey to deliver individually personalised sound experiences for music lovers.

You will

  • Apply your technical knowledge to analyze, diagnose, troubleshoot and resolve complex customer issues
  • Contribute to our internal and external knowledge base by creating help center content (FAQ) for our employees and customers
  • Investigate and define product issues and user feedback, communicate it to the relevant teams at our company
  • Take a part in internal hardware/ software testing and get hands-on with the latest audio technology

Skills we are looking for this position

  • Prior experience with Zendesk/ Freshdesk/ similar support platforms and Jira
  • Experience in content writing for support-related matters (you can check our FAQ section)
  • Strong spoken and written English language skills (all the content is in English)
  • At least 1 year experience in customer support service
  • Strong team-player ready to take initiative and feeling comfortable with an agile work environment
  • Ability to effectively communicate with a wide variety of user segments, ranging from the consumer crowd all the way to industry professionals

Extra points for

  • Zendesk experience and optimization skills: automations, triggers, macros, tagging, SLA’s, etc.
  • Audio industry or music background
  • Experience in supporting a software product
  • Familiarity with Android and iOS platforms

What can we offer you

  • Opportunity to be a part of a revolutionary start-up changing the music industry
  • Deal with real-world challenges and take the opportunity to take your own ideas from hypothesis to a live production environment
  • International work environment
  • Monthly gross salary 1200-1500 EUR
  • Personalized health insurance