Customer Success Representative
Do you have a passion for music and customer support? Combine your passions in this role!
Through our unique approach to deliberate practice, we develop software platforms that connect creators, instructors, and performers allowing them to publish, teach and train using the proven principles of deliberate practice: set a specific goal, get expert instruction, perform focused practice and receive immediate feedback.
MakeMusic is seeking a dynamic Customer Success Representative is primarily responsible for delivering an exceptional customer service experience by resolving customer inquiries via telephone or online communications to ensure customer satisfaction and retention. Is also responsible for the promotion and selling of the company products and contributing to the MakeMusic online product knowledge base.
Your day-to-day in our open, collaborative workspace will look like:
Receive in-bound phone calls, emails, and/or chats from customers to answer questions and resolve technical issues for MakeMusic products and accurately record customer interactions all within the ZenDesk environment.
Identify and report possible product defects that arise during the troubleshooting process.
Contribute to the knowledge base by creating and maintaining articles that effectively resolve customer questions and technical issues.
Engage the customer to suggest the use of additional MakeMusic products when applicable.
Assist in placing customer orders, processing refunds, and answer accounting-related questions using internal platforms, including, but not limited to, CSI, SmartMusic Support Portal, Netsuite, and Braintree.
Collaborate cross-functionally within the team and across departments to achieve our Service Level Agreements (SLAs) and customer satisfaction goals.
Perform other duties as assigned.
To be successful in this role, we are looking for:
- Bachelor’s degree in Music or Music Education is desired.
- Minimum 1-year experience using SmartMusic and/or Finale.
- Ability to troubleshoot and resolve technical software issues via telephone, e-mail, chats, webinars etc.
- Demonstrated effectiveness in verbal and written technical communication.
- Superior communication, customer service, and problem-solving skills.
- Maintaining a calm demeanor during escalated situations.
- Ability to flex with changes in in-bound contact volume, both seasonally and day-to-day, while also balancing additional duties and tasks.
- Strong ability to multi-task under minimal supervision.
- Technical proficiency with PC and Macintosh platforms.
Desired Qualifications:
- Passion for music and demonstrated use of additional music software/DAWs etc.
- Customer-facing service experience, either in-person, via telephone, or via email/online communication.
If this job description excites you, we're looking forward to connecting!
Benefits and Perks Include:
- 100% company paid medical plan for employees with buy-up options as well as dental and vision insurance for employees (dependent coverage available)
- 401(k) 5% match
- $1,200/year fitness reimbursement to purchase any items related to healthy living
- 3 weeks of PTO for all new hires; increase in PTO at various years of service
- 4 week paid sabbatical for all employees after 7 years of employment
- Stocked kitchen with snacks and drinks
- Dog friendly office
- Music Studio for all to practice, jam, and record
- On-site workout area access: treadmill, bike trainers, rowers, and full weight lifting gym with CrossFit equipment, with changing rooms and showers and towel service
- Corporate discounts on gym memberships and top-brand gear
- Beautiful North East Boulder, CO location
- Flexible work schedule in a culture of trust
Peaksware brings together industry leading brands, developing software solutions to help users on their individual journeys of skill development and improvement through its unique approach to deliberate practice. This shared approach is the common thread connecting our brands which include MakeMusic, TrainingPeaks, TrainHeroic and Alfred Publishing. Peaksware was recognized as one of BuiltInColorado's 2017 Top100 Digital Tech Companies and five times by Outside Magazine's "Best Places to Work"!