Support specialist

  • Full-time
  • Support
  • Šmerļa street 3, Riga, Latvia

ABOUT SONARWORKS

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.

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 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


SKILLS WE ARE LOOKING FOR THIS POSITION

  • 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.


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