Podcaster Support Specialist
A full time position
Fully remote: working with a USA-based team at Buzzsprout.
We are looking for a Podcaster Support Specialist to assist in delighting our Buzzsprout podcasters. Our podcaster support team serves as the primary touchpoint for customers and aims to provide prompt, clear, and friendly customer service, primarily through email. We are looking for a Podcaster Support Specialist to expand our coverage, which includes nights and weekends.
You will be expected to learn about Buzzsprout and engage in resolving support requests in line with the voice and expectations we have established with our podcasters. At times this may require phone support. Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.
Responsibilities
- Support existing and prospective customers
- Identify customer needs and help customers use specific features
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our team
Requirements
- Experience as a Customer Support Specialist, or similar role
- Excellent communication and problem-solving skills
- Availability during some non-traditional hours (approx 5pm-9pm EST M-F, 10am-8pm EST Sat and Sun)
- Patience when handling tough cases
- Integrity and strong work ethic
- An effective manager-of-one. This means that you thrive in environments where you have independence. You are disciplined and push yourself to complete your best work without the need for oversight. You strive to strike the right balance between efficiency and a strong attention to detail.
Nice-to-Haves
These are not required, but an ideal candidate would have most of these:
- Experience in podcasting or a podcast-related field
- Experience with SaaS products
- Technical Skills
Benefits
- Participation in the group health plan. For 2021 the company is contributing 99% of employee premiums
- Participation in the company 401(k) plan with 6% employer matching
- Ability to work remote
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