Client Support Specialist
Sony Music
San Diego, CAThis was removed by the employer on 7/9/2019 6:49:00 PM PST
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Full Time Job
RoyaltyShare is the leading provider of SaaS (Software-as-a-Service) royalty solutions to independent record labels, business management firms, and distributors. A subsidiary of The Orchard, the world’s leading distributor of independent music, RoyaltyShare supports a growing base of more than 100 customers with its innovative platform.
RoyaltyShare is seeking a Client Support Specialist to join our San Diego team. This position reports to the Vice President of Royalty Services and will be responsible for providing day-to-day support for users of our web-based royalty processing application.
Responsibilities
• Ensure a high-level of satisfaction among the RoyaltyShare client base
• Respond to daily support inquiries via email and telephone as needed
• Review and evaluate support inquiries and escalate issues where required
• Prioritize tasks based on customer urgency and support level
• Initiate follow-up both internally and with customers to ensure full resolution of problems and requests
• Anticipate customer and internal deadlines in order to independently manage and organize workload
• Comprehend the technical aspects of our software application and effectively communicate internal requests to Product Management
Qualifications
• 3-5 years of software support experience
• Bachelor’s Degree
• Strong analytical skills. Some background in finance and/or accounting preferred
• A passion for solving customer problems
• Strong time management, attention to detail and ability to troubleshoot complex problems
• Strong verbal and written communication skills
• Proficient in use of Excel
• Experience and/or knowledge of music royalties or the music business helpful