Tier 2 Customer Support Specialist

At DISCO, we strongly believe in the uniqueness of thought, experience and perspective that can only be achieved through having an inclusive and diverse workforce. We strive to continue to make DISCO an incredible place to work by fostering a culture of inclusiveness, diversity, openness and collaboration. We value all different kinds of experience, so even if you feel you don't meet all of the necessary criteria for this position, we encourage you to apply.

What is DISCO?

DISCO is the industry standard for managing, organising and sharing music and other media. We make music and media workflow fast, intuitive and simple, directly connecting people and their work to save time. Today we count UMG, Sony, Warner Music, Netflix, Amazon and Rockstar Games among our customers, and over 250,000 people interact with DISCO each month. Our customers are super passionate about our product.

Location

US Remote in East Coast, Central or Mountain Time Zone

The Role

As a Tier 2 Customer Support Specialist at DISCO, you will be responsible for delivering high quality support via chat and email to our diverse user-base of music supervisors, composers, and other music industry professionals. You will answer questions about our product, troubleshoot and investigate bugs, and assist users with requests such as billing changes. At DISCO, our Support Team is a vital part of the company’s success, delivering an exceptional quality of support that our users recognize and genuinely appreciate.

Responsibilities

• Troubleshooting and resolving customers’ technical problems in a friendly and timely manner via chat and email, in order to ensure customer satisfaction

• Investigating and escalating any identifiable bugs to Engineering team, as well as documenting any feature requests provided by customers to Product team

• Contribute to process improvement initiatives aimed at enhancing Support workflows, reducing ticket resolution times, and improving customer satisfaction

• Assisting with other ad-hoc projects when necessary

Requirements

• At least eighteen (18) months of product support experience in a SaaS-based environment

• Experience providing product support to external customers via chat and/or phone

• Excellent written communication skill and a demonstrated ability to explain technical concepts to non-technical customers

• Demonstrated ability to handle multiple support requests simultaneously and prioritize tasks based on urgency and impact

• Strong attention to detail with exceptional investigative and analytical skills

• Experience using customer support tools and CRM systems such as Intercom, Zendesk, or Salesforce

• Familiarity with bug tracking tools like Jira or Asana

• Flexibility to work on holidays and weekends as needed

• Fluent in English

Nice to Haves

• Experience using Intercom

• Music industry knowledge or experience

• Email support experience

Benefits

At DISCO, our employees have told us what benefits mean the most to them, and we've listened. So as a DISCO employee, you will work remotely from home (or a co-working space) whilst being supported by a friendly and fun international team. In addition, you will receive:

• A competitive salary in a fast-growing startup

• Medical, Dental & Vision Insurance -- we contribute $500 a month to these costs

• Four weeks of paid vacation leave per year

• Two weeks of paid sick leave per year

• Paid Parental Leave

• A company laptop

• Monthly internet allowance/reimbursement

• Office set-up allowance

• Annual learning and development allowance

• The ability to work how you want. We’re not heavy on rule books. Everyone is trusted to figure out the best way to work.

To apply for this incredible position, please submit your resume -- a cover letter is optional.

DISCO is an equal-opportunity employer. In addition, we will provide reasonable accommodations for individuals who have disabilities. If you require any reasonable accommodation to participate in the application process, please note this in your cover letter and we will reach out to you.

Please note that we do not accept unsolicited resumes from recruitment agencies.