Support specialist

Sonarworks is a globally leading audio technology company. Our team is behind the precision audio software used by Grammy-Award-winning producers in over 70,000 professional recording studios in the world. Based on our patented technologies, we are now on a journey to deliver an individually personalized sound experience to music listeners too.

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

• At least 2 years of experience in customer support service, supporting a software product
• Prior experience with JIRA planning solutions and Zendesk or other helpdesk platforms
• Content creations experience for support-related matters (check our Support Center for examples)
• Strong spoken and written English language skills (all the content is in English)
• Strong team-player ready to take initiative, 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 music industry professionals

Extra points for:

• Zendesk experience and optimization skills: automation, triggers, macros, tagging, SLA’s, etc.
• Audio industry or music background
• Experience in supporting a software product
• Familiarity with Android and iOS platforms
• Content creation skills
• Scripting or WEB programming skills, advanced troubleshooting tools: Python, JAVA, HTML, CSS, WireShark, etc.

• 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