Support Agent

SoundExchange is a premier music tech organization focused on building a fairer and creator-focused industry. The Support Agent serves as the first point of contact for account holders and potential registrants, providing excellent customer service and assisting with registration and account updates.

Responsibilities

• Provide excellent customer service to clients on the phone and via chat
• Respond to emails received through the Support queue in a professional, accurate, and timely manner
• Assist callers with the registration and account update processes
• Provide answers to general inquiries and specific account inquiries
• Properly route or escalate customer inquiries to other teams as appropriate within guidelines
• Ensure any other ongoing key performance indicators are met
• Meet customer service quality standards
• Provide support to SoundExchange staff (as needed)
• Contribute to special projects (as needed)
• Work overtime (as needed) during peak traffic periods
• Perform other duties as assigned

Skills

• Excellent written and oral communication skills
• Computer skills: MS Office Suite general knowledge (Salesforce and/or database experience is a plus)
• Detail-oriented person, able to work independently and communicate regularly with team and manager
• Strong interpersonal and phone skills
• Post-secondary education, or equivalent work experience in the Customer Service field
• 1 or more years of Customer Service experience required
• 1 or more years of Call Center experience preferred
• Knowledge of music genres is a plus

Company Overview