Customer Support Engineer Job in San Francisco 94107, California US


About Us

TuneUp Media was created for music lovers, by music lovers, with the sole purpose of creating a better digital music experience for everyone. Our flagship product has quickly become the #1 selling plug-in for iTunes (though we also love and also support Windows Media Player), and has amassed millions of registered users worldwide. We're constantly striving to create new ways for us all to get the most out of our music -- all from our not so little warehouse in the heart of San Francisco's Mission District.

We are in search of a Customer Support Engineer to add to our growing team. We offer the right candidate an immensely fun, yet challenging work environment in the ever-changing music-tech industry. 

About the Job

The Support Engineer role will be part of the Technical Support Team and will be responsible for troubleshooting and resolving client issues reported through phone and electronic submission. The emphasis of this role surrounds supporting TuneUp Media products and its customers using these products. The candidate will provide support to the clients through the verbal and electronic interaction; will recommend corrective actions, alternative implementation, and solutions; and will maintain a good record of such interactions to make future such requests easier to address. Additionally, the Support Engineer will troubleshoot and document defects using the defect tracking system, building positive relationships with engineering and QA.

IMPORTANT: Bay Area locals only.

Responsibilities

The Support Engineer will primarily be responsible for troubleshooting and resolving customer-reported issues, which arise when using TuneUp Media products.

Specific Responsibilities Include

  • Answer and resolve a large portion of service requests on a first email/call basis

  • Accurately document and update Customer Service Requests (CSR's) in the tracking system of record

  • Maintain communications with clients on the status of all open requests. All responses should be professional, complete, well formatted, and consistent with prior communications

  • Manage personal queue of open requests

  • Proactively seek to exceed customer expectations leading to high customer satisfaction ratings

  • Serve as the customer's advocate to solve problems and navigate company resources

  • Work to constantly improve call handling and resolution processes

  • Assist in reducing support load by writing on-line support materials (FAQ's and KB's)

  • Participate in problem escalation and call prevention projects to help customers and support increase their efficiency.

    • Requirements

  • Ability to prioritize and manage multiple tasks, act independently and exercise good judgment

  • Ability to make decisions or solve problems using logic to identify key facts, explore alternatives and propose quality solutions

  • Excellent verbal and written communication skills

  • Excellent troubleshooting skills

  • Technical proficiency across Windows platforms including computer networking skills, Mac based technologies and web-based technologies

  • Excellent organization skills; capable of effectively balancing multiple responsibilities, managing multiple priorities in a fast-paced environment with minimal supervision

  • Excellent support skills and experience conducting technical training

  • College degree, preferably in MIS, CS, or another technology-related study

  • Experience in Consultant / Client Support position

  • Capable of flourishing in both structured and un-structured environments.

  • Strong self-starter with a can do attitude and enthusiasm for teamwork.

  • Permission to work legally in US

  • A passion for music (except Justin Bieber)

    • Benefits

    In addition to a competitive salary, we offer full health, dental and vision benefits, stock options and paid vacation.

    
We also offer:

  • The ability to be a part of a relatively small, but mighty team. This means waking up and being excited about the work that you're doing, and working with people who are smart and innovative.

  • The opportunity to contribute to a growing brand, with a proven track record and financial stability.

  • A great office, featuring an indoor park, plenty of natural light and live music events.

  • An environment where your work will make a difference. Everything that our employees do affect our bottom line. No needless bureaucracy or busy work here.