The Enterprise Support Specialist provides technical support, customer onboarding, and manages escalations for VIP partners, ensuring high customer satisfaction and adherence to SLAs.
About SoundStack:
SoundStack is the audio-as-a-service (AaaS) company for every kind of digital audio business—podcasters, digital broadcasters, platforms, advertisers, and more. By giving those businesses equal access to big tech that’s easy to use and the ability to connect with any provider across the market, SoundStack makes audio creation, delivery, monetization, and analysis simple and effective for everyone.
Overview:
The Enterprise Support Specialist (ESS) at SoundStack is responsible for ensuring the technical success and satisfaction of our VIP partners across both the Platform and Marketplace areas of SoundStack. The ESS is a crucial part of our VIP support team, which is dedicated to providing top-tier support and ensuring our partners have a seamless experience with SoundStack’s products and services.
Core Job Responsibilities
- Technical Support: Provide frontline technical support for SoundStack’s enterprise customers via phone, email, and ticketing systems. Manage and resolve support tickets, ensuring timely resolution and customer satisfaction.
- Customer Onboarding: Help aid in the onboarding process of VIP customers, ensuring they are fully set up and operational on the SoundStack platform.
- Customer Success: Act as the primary point of contact for our VIP partners, understanding their unique needs and ensuring their ongoing success with SoundStack’s products.
- Escalation Management: Identify, document, and escalate issues to appropriate internal teams when necessary, ensuring quick resolution of complex problems.
- Service Level Agreements (SLAs): Ensure 100% adherence to SLAs for all enterprise-level support requests, maintaining high standards of service and communication.
- Documentation: Maintain and update client documentation, ensuring all processes and interactions are thoroughly documented for transparency and future reference.
- Proactive Monitoring: Monitor the performance of SoundStack’s services for VIP clients, proactively identifying and addressing potential issues before they impact the customer.
- Client Communication: Provide regular updates to stakeholders and customers on the status of ongoing issues and projects, ensuring clear and consistent communication.
- Training and Development: Conduct training sessions for customers on the use of SoundStack’s platform and services, helping them to fully leverage the tools available.
- Weekend and On-Call Support: Participate in a shared rotation for weekend and on-call support, ensuring our VIP partners receive continuous support.
Qualifications
- Strong experience in enterprise-level technical support, preferably within the audio or media industry.
- Excellent problem-solving skills with the ability to troubleshoot complex issues.
- Strong communication skills, both written and verbal, with a customer-focused mindset.
- Experience with support ticketing systems, Jira, and technical documentation.
- Ability to manage multiple priorities and projects simultaneously.
- Experience with customer onboarding and training.
What's in it for you?
- Casual and friendly work environment
- Work remotely from your home
- A competitive compensation package with flexible working arrangements and training opportunities to help you grow and develop your professional skill set
- We're a growing company which values promoting from within
- Work with an inclusive, international/multi-cultural team
If you are a detail-oriented individual with a passion for customer support and you thrive in a dynamic and fast-paced environment, we would love to hear from you. Join our team as an Enterprise Support Specialist and contribute to our growth and success.
Similar Jobs
Artificial Intelligence • Computer Vision • Machine Learning • Software
The Creative Support Specialist will provide technical and creative assistance to enterprise clients, handle customer inquiries, and contribute to product documentation and process improvements, leveraging generative AI tools.
Top Skills:
Generative Ai ToolsSaaSVideo Editing Software
.png)
Big Data • Healthtech • HR Tech • Machine Learning • Software • Telehealth • Big Data Analytics
The Senior Security Engineer will secure networks, systems, applications, databases, and cloud infrastructure; embed security controls into build pipelines; manage vulnerabilities and remediation; respond to incidents through on-call rotation; and promote security awareness across engineering. The role requires cloud security, infrastructure-as-code, application security, REST API protection, IAM, and tools including AWS, Kubernetes, Terraform, Wiz, Exaforce, and CrowdStrike.
Top Skills:
AWSAws IamCrowdstrikeDastExaforceInfrastructure As CodeKubernetesPythonRestful ApisSastTerraformWiz
.jpg){kind=logo}
Healthtech • Social Impact • Software • Telehealth
Owns strategy, budgeting, execution, and ROI measurement for a national B2B conference portfolio. Partners with Sales and executive leadership to drive pipeline growth, manages vendors and event logistics, oversees booth design and branded materials, and coordinates pre- and post-event marketing campaigns. The role also develops account-based prospecting programs, tracks multi-touch attribution, supports compliance-sensitive materials, and travels up to 30% for onsite event execution.
Top Skills:
ApolloHubspotSalesforce
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
