Customer Support Representative - MakeMusic

This is a seasonal, hourly paid position where you will be expected to work 40 hours per week and is anticipated to last through October 31, 2023.

We are musicians, athletes, coaches and teachers who truly believe in our mission to help people achieve their best. Our software platforms connect performers, instructors and creators enabling them to publish, teach and train using the principles of deliberate practice.

You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music.

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary:

As Seasonal Customer Support Representative, you will be primarily responsible for delivering an exceptional customer service experience by resolving customer inquiries to ensure customer satisfaction and retention. You will also be responsible for the promotion and selling of the company products and contributing to the online product knowledge base.

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues.

You will sit directly with the Customer Support Team, work in close collaboration with Sales, Marketing and Product Teams, and report to the Manager, Customer Support,

Core Functions:

• Receive inbound phone calls, emails, and/or chats from customers to answer questions and resolve technical issues for our products and accurately record customer interactions within the ZenDesk environment.
• Support placing customer orders, processing refunds and answering accounting-related questions using internal platforms, including, but not limited to, CSI, SmartMusic Support Portal, Netsuite, and Braintree.
• Contribute to the knowledge base by creating and maintaining articles that effectively resolve customer questions and technical issues.
• Engage the customer to suggest the use of additional products when applicable.
• Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals.
• Influence the customer experience by providing feedback on the voice of the customer.
• Encourage and assist in the adoption of the ecosystem of products and features where appropriate.
• Partner with Marketing, Sales, Product, UX, and Engineering to provide exceptional service for customers.
• Submit and manage product issues and bugs to Product and/or Engineering as appropriate.
• Assist in editing and updating technical and FAQ documentation.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Bachelor’s degree required, preferably in Music or Music Education.
• Minimum 1-year experience using SmartMusic and/or Finale.
• Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars etc.
• Demonstrated effectiveness in verbal and written technical communication.
• Superior customer service and problem-solving skills.
• Maintaining a calm demeanor during escalated situations.
• Ability to flex with changes in inbound contact volume, both seasonally and day-to-day, while also balancing additional duties and tasks.
• Strong ability to multitask under minimal supervision.
• Technical proficiency with PC and Mac platforms.
• Strong organizational and time management skills.

Desired Qualifications:

• Passion for music.
• Demonstrated use of additional music technology, including hardware (MIDI controllers, audio interfaces, live sound, etc.) and software (DAWs, sequencers, instrument sample libraries).
• Customer-facing service experience, either in-person, via telephone, or via email/online communication.
• Experience with ZenDesk.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Benefits

Compensation:

Peaksware/MakeMusic is committed to fair and equitable compensation practices. The hourly range for this role in Colorado is $13.64 - $22.74. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

This role is eligible for variable compensation including bonus.

Benefits and Perks:

Health

• 100% company-paid Medical for employees with buy-up options
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Paid Parental Leave
• Teladoc
• Employee Assistance Program (EAP)
• Additional coverage options such as accident and critical illness insurance and hospital indemnity

Disability and Life

• Company-paid Short Term Disability
• Company-paid Long Term Disability
• Company-paid Basic Life Insurance and AD&D
• Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child

Additional*

• 401(K)
• 401(K) Matching
• Pet Insurance
• 9 paid holidays annually and unlimited Flexible Time Off (FTO)
• Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product
• Access to the Performance and Recovery Center (PARC), our on-site fitness facility
• Employee only access to on-site locker rooms and showers
• Employee only access to secure, indoor bike storage
• Access to our onsite Music Studio
• An assortment of “grab’n go” fruit and snacks as well as on tap cold brew, kombucha, and beer.
• Beautiful onsite cafe that includes indoor and outdoor seating and lounge areas.
• Access to e-bikes available exclusively to Peaksware employees
• Significant investment in resources for employee growth and development
• Corporate discounts on select gym memberships and top brand gear
• Flexible work schedule in a culture of trust

Please contact [email protected] if you require a reasonable accommodation to review our website or to apply online.

Work Environment:

This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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