Technical Customer Support, L2

At TuneIn, we are reinventing radio for a connected world with live sports, up-to-the-minute news, curated music, millions of podcasts, and over 120,000 streaming radio stations—streamed to tens of millions of customers through our mobile and web apps, and our unmatched platform of hundreds of consumer device and service integrations. From smartphones to smart speakers to electric cars, TuneIn delivers live and on-demand audio from voices you trust wherever you want to listen.  

Location: Poland - Remote

Please note that this is a fully remote position; however, it is based in Poland, and only candidates who reside full-time in Poland will be considered.

The Role

We are seeking a dedicated and technically adept Technical Customer Support Agent, L2 to provide advanced troubleshooting and support to our users. As a Level 2 Support Agent, you will be responsible for resolving complex technical issues escalated from L1, working directly with external customers, including mobile app users, broadcasters, and integration partners. 

This role involves deep technical problem-solving, working with cross-functional teams, and ensuring a seamless customer experience through effective communication and troubleshooting.

Scope of Work

• Resolve escalated issues from Level 1 support by providing in-depth technical troubleshooting and solutions.

• Assist B2C users, broadcasters, and partners with prompt and accurate support for their inquiries and issues.

• Tackle technical issues across multiple platforms (web, mobile, etc.) and escalate complex problems to senior team members or engineering as necessary.

• Maintain up-to-date support documentation to ensure accurate and user-friendly information for self-service.

• Gather insights from user interactions on recurring technical issues and share feedback with Product and Engineering teams to drive product enhancements.

• Collaborate closely with cross-functional teams, including Product, Engineering, and Marketing, to ensure user feedback informs product development and communication strategies.

• Advocate for customer-centric thinking within the team to prioritize user needs in decision-making processes related to product visioning and roadmap planning.

Skills & Qualifications 

• Minimum of 2 years of experience in technical support or customer-facing roles, ideally supporting mobile apps or software products.

• Proven experience in Level 2 technical troubleshooting, ideally using debugging tools and network analysis tools, such as ChromeDevTools and Charles Proxy.

• Experience in providing technical support for B2C users and resolving issues related to mobile and/or web applications.

• Strong problem-solving and root-cause analysis skills, with a proactive approach to identifying and resolving complex issues.

• Excellent communication skills, with the ability to convey technical information clearly to both technical and non-technical users.

• Familiarity with customer support software and CRM tools such as Freshdesk or Zendesk.

• Experience tracking support-focused KPIs, such as CSAT, first-touch SLAs, and time to escalation.

• Familiarity with network debugging tools like Charles Proxy and Wormly is a plus.

Behaviors 

• A passion for understanding and meeting the needs of users, always striving to deliver the best possible experience.

• Ability to analyze user data and feedback to identify trends and areas for improvement.

• Comfortable working in a fast-paced, ever-changing environment where you’ll need to quickly adapt to new challenges.

• A fast learner and curious by nature, excited about learning new technologies and tools.

• A team player with a positive attitude and a commitment to providing an exceptional user experience.

• Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities.

About TuneIn

TuneIn, the world’s leading live audio service, brings together live radio, sports, news, music, podcasts, and audiobooks from around the globe. With more than 75 million monthly active users, TuneIn is one of the world's most widely used audio platforms. TuneIn broadcasts over 100,000 owned & operated and partner radio stations. With premier distribution across 200 platforms and connected devices including Tesla and Alexa, TuneIn empowers listeners to hear what they love wherever they are, including exclusive commercial-free stations from the minds of folks like Garth Brooks. TuneIn Premium subscribers get additional exclusive access to commercial-free news from top networks like CNN, Fox News Radio, MSNBC, and Bloomberg, as well as live, can't-miss F1, MLB, NHL, and college sports. For more information, please visit us at Tunein.com or follow us on Instagram, or X.

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Our Commitment to Diversity and Inclusion
TuneIn is reinventing radio for a truly connected world by celebrating the human voice. We're an audio leader with a workforce as inclusive as our global audience. By offering unparalleled diversity of perspectives we connect people to the conversations that are most meaningful to them.  We’re committed to growing and empowering a more inclusive community within TuneIn. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunities to excel. 

For US-based candidates only We encourage you to please complete our self-identification questionnaire.  This information is kept completely anonymous and not shared with any member of our interview team.  Self-identification is an important tool that provides an avenue for us to anonymously share our diversity data so that we can implement strategies to continuously improve in building a culture that supports all employees, and measure our progress.