Customer Support Representative at Peaksware

| Greater Boulder Area
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MakeMusic is looking for Customer Support Representatives to deliver exceptional customer experience to help create successful educators, students, and musicians through MakeMusic's line of products. This position will be responsible for answering questions, resolving product registration, and account-related issues for the MakeMusic product line. This is a seasonal, hourly paid position working 40 hours/week and is full-time until December 2019. There is some potential to become a regular employee in 2020.

As Customer Support Rep, you'll have the opportunity to:

  • Troubleshoot and resolve software issues via telephone and e-mail
  • Gain an understanding of how our customers utilize our products in order to offer additional guidance and suggestions for more effective use and implementation of our software
  • Suggest the use of additional MakeMusic products when applicable

Requirements

To be successful in this position, you possess:

  • Minimum of 1-year experience using SmartMusic and/or Finale
  • Demonstrated effectiveness in verbal and written technical communication
  • Strong customer service and problem-solving skills
  • Proven positive ‘can do’ ‘will do’ attitude
  • Ability to maintain a calm demeanor during escalated situations
  • Ability to be flexible with changes in inbound 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 Mac platforms

Ideally, you also possess:

  • Bachelor’s degree in Music or Music Education is desired
  • Passion for music and demonstrated use of additional music software/DAWs etc.
  • Previous customer-facing service experience in-person, via telephone, or via email/online communication
  • Availability to work some nights until 7 PM

Benefits

Benefits and Perks:

  • 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 weightlifting 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

MakeMusic is an industry leader in interactive music learning, notation software, and virtual instrument technology. MakeMusic joined the company's TrainingPeaks and TrainHeroic under the umbrella company Peaksware in beautiful Boulder, Colorado which has been recognized as one of Outside Magazine's "Best Places to Work" six times! Through a unique approach to deliberate practice, each company within Peaksware develops software solutions and provides services focused solely on their respective markets to help guide people along their own journey of improvement and skill development.

SmartMusic is award-winning interactive music software that provides a deliberate practice environment for students in band, orchestra, and choir. With a subscription to SmartMusic, students have unlimited access to the world’s largest accompaniment library for all ages and skill levels, which includes thousands of pieces of music.

Most of the employees at MakeMusic are musicians and are passionate about both the work they do and the products they produce!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • AWSDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • BasecampManagement
    • JIRAManagement
    • Pivotal TrackerManagement
    • TrelloManagement
    • TumblrCMS
    • WordpressCMS
    • IntercomCRM
    • SalesforceCRM
    • MailChimpEmail
    • Adobe CampaignLead Gen

Location

Our north Boulder location offers sweeping mountain views and nearby trails for lunchtime rides and runs.

An Insider's view of Peaksware

What are some social events your company does?

Peaksware hosts a company field day, fancy holiday party, Halloween costume contest, Thanksgiving potluck and best of all International Pizza Cake Day. The passionate people that work here make these events an absolute blast.

Kaitlyn

HR Administrator

How do you collaborate with other teams in the company?

Small cross-functional teams form to tackle projects and initiatives. By working together with different teams and experiences, not only can we divide the work across included departments, it also allows us to look at a problem through multiple lenses. This approach helps to ensure that our solution is well suited for the needs we intend to address

Andrew

Data Analyst

What are some things you learned at the company?

One of the larger challenges our accounting team is trying to solve is streamlining the overall financial ecosystem by implementing consistent processes, policies and procedures among all brands. It's an exciting challenge to solve, incorporating larger projects within our day to day accounting tasks and responsibilities.

Jessica

Assistant Controller

What is your vision for the company?

To build the most intuitive and powerful training platform.

JB

Director of UX

How do you make yourself accessible to the rest of the team?

Working in CA with a team in CO, one would think our distance puts a strain on accessibility, but with the amount of communication channels we have, being available to the team is second nature. Peaksware is centered on trust and accountability. Through this model, accessibility and collaboration is seamless regardless of the distance.

Kiana

Human Resources

What are Peaksware Perks + Benefits

Peaksware Benefits Overview

Peaksware is proud to offer a well-rounded, comprehensive benefits package with fun perks to boot like fitness reimbursements, onsite gym, healthy subsidized lunches, frequent community get-togethers, and more!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
To help employees cover any deductibles, copays & out of pocket medical, dental, or vision expenses, employees are able to set aside pre-tax contributions of up to $2,650 annually.
Disability Insurance
Peaksware employees are able to purchase extra coverage if elected, but we offer significant base coverage as a foundation.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Peaksware offers Basic Life and AD&D Insurance, in addition to buy-up options.
Wellness Programs
Onsite Gym
Our "Pain Cave" fitness space is available to all employees, along with towel service and yoga twice a week. We've also got bike storage throughout the building for our many bike commuters.
Team workouts
Peaksware's team fitness initiatives include In-office yoga three days a week.
Retirement & Stock Options Benefits
401(K)
Any employees over 21 can participate and start saving shortly after their start date.
401(K) Matching
Peaksware currently matches the first 5% of employee contributions to the plan. Both Traditional and Roth 401(k) options are available with a variety of investment options.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Most employees, particularly in the engineering department, work remotely at least once a week or more, pending manager discretion.
Family Medical Leave
Peaksware provides up to 12 weeks of unpaid, job-protected leave to eligible employees.
Vacation & Time Off Benefits
Generous PTO
Peaksware employees are offered three weeks PTO annually, until their 4th year where it increases from there.
Sabbatical
Full-time employees who have been with us for seven years are able to take a four-week paid sabbatical in addition to PTO.
Paid Holidays
Full-time employees receive paid holiday leave for any company-observed holidays.
Perks & Discounts
Beer on Tap
Beer on tap? We've got that covered, along with the vino; of course, we also have sparkling water for those who want to mingle sans alcohol!
Casual Dress
Casual dress is a huge perk in our offices, particularly with employees who are also endurance athletes and prefer athletic gear any day of the week.
Commuter Benefits
We offer employees financial reimbursement anytime they don't drive a single occupancy vehicle to work.
Company Outings
We host annual outings, including our holiday parties, summer family picnics, and onsite field day. What can we say...we have a lot of fun together, both in and out of the office!
Stocked Kitchen
Bevi sparkling water, abundant coffee, tea, fruit, and healthy snacks can always be found in any of our kitchen areas.
Some Meals Provided
Frequently Lunch & Learns and meetings are catered, but we also offer a healthy subsidized lunch catered by Sifted, once a week in our Boulder office.
Happy Hours
Teams frequent nearby spots for happy hours, but we also host them ourselves every Friday when other teams aren't already hosting happy hours in the entryway.
Parking
Pet Friendly
Dogs abound - we welcome dogs about the office, and can't get enough of our furry friends (particularly for the Halloween costume contest!).
Recreational Clubs
Peaksware employees love playing rec league softball together, and many of our employees compete in races, annually representing Peaksware - in our very own TrainingPeaks jerseys!
Relocation Assistance
Dependent upon the role and level, we offer varying amounts of financial assistance to new hires relocating to the area to cover moving and travel expenses, along with sharing local housing referrals.
Fitness Subsidies
$1,200/year fitness reimbursement to purchase any items related to healthy living - whether it's your annual ski pass out here in Colorado, or your kid's soccer gear for rec league.
Professional Development Benefits
Job Training & Conferences
We offer Lynda.com subscriptions to all full-time employees, and each department has their own educational budget toward training, coaching, conference attendance, and other educational opportunities.
Diversity Program
We are currently building out diversity & inclusion program across the company, though these focus areas are regularly a part of our leadership, management, and hiring dialogues.
Lunch and learns
Peaksware hosts lunch and learn meetings regularly on various topics.
Promote from within
Customized development tracks

Additional Perks + Benefits

Not only do you contribute daily to making incredible products for end-users, but you can use them for free yourself--employees have access to free accounts from all of our brands. Our music studio, "The Woodshed" is a pretty sweet perk too - take lessons, give lessons, or have a jam sesh onsite around your schedule! Our corporate discount offering and connections to top-brand gear and other local memberships is extensive and pretty rad too! Basically, we take care of our employees, and want to value them with our offering of benefits and perks as much as possible!

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