The Role

Reporting to the product manager, this person will join a dynamic and highly collaborative team responsible for processing customer queries, resolving outstanding issues, communicating service problems, and maintaining excellent support-related communication to customers via web portals and social media. The product support specialist will proactively develop and maintain product expertise and work closely with other support and product team members to provide pre- and post-launch support. The ideal candidate will have experience with technical customer support for web-based media, mobile apps or entertainment software and be comfortable interacting with internal and external customers, independent agents and business customers in a fast-paced and service-centered environment. The position is based in San Francisco, CA. While currently a part-time position, this position will provide an opportunity to evolve into a full-time position over time to accommodate subscriber and territory growth.

In this role, you will • Manage customer support queries • Assist the product team • Ensure all tickets requiring follow-up work and/or calls are resolved • Develop and maintain a knowledge base of support-related issues • Provide activity reports: ticket trends, report tickets, resolutions • Contribute to online support resources: forum, articles, FAQs, videos, how-tos, and online manuals • Identify common bugs and escalate to product teams

Skills • Knowledge of Zendesk or equivalent customer support ticketing system • Strong customer service skills including follow-up, verbal and written communication • Ability to communicate technical issues in non- technical terms • Fluent in English • Fluency in Spanish is a plus

Experience • Bachelor’s degree or equivalent experience • DJ experience is a plus • Familiar with DJ software and technologies

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jobs(at)pulselocker.com

Salary and compensation

$30,000 — $35,000/year

Equity

0.05 – 0.1