ABOUT US
Play MPE is the global market leader for music promotion, distribution, and discovery. Our platform helps artists to get their music into the ears of music curators all over the world. Our advanced tools allow users to do-it-all: create impactful global promotional campaigns and analyze reporting. We are passionate about music and technology! Our vision for further product development is constantly evolving to encompass a bigger and brighter future for the music industry. Learn more at www.plaympe.com
ABOUT YOU
You are passionate about music and always dreamt about working in the music industry. You thrive in an entrepreneurial environment and bring a positive attitude. You get a buzz out of focusing, accomplishment, and getting things done right. You're a team player, but can be extremely resourceful and independent when needed. Your strongest qualities are work ethic, attention to detail and communication skills.
KEY RESPONSIBILITIES
We are currently seeking a Customer Support Coordinator to join our team. This is an entry level role. You will provide direct support to our clients (record labels, music promoters and independent artists) and recipients with Caster, Player and MTR queries and issues.
Your key responsibilities will include:
- Manage Help Desk Operations to oversee support for MTR, Caster, and Player products, including customer support chat sessions, support tickets, and phone inquiries.
- Regularly update and manage the company’s Helpdesk, CRM, and other systems and databases.
- Plan and develop customer success strategies to maintain strong relationships with customers by addressing questions, issues, and concerns promptly and professionally.
- Help develop databases with the best solutions to the most common issues with customers, including developing manuals and procedures for best practices for administrative tasks for Caster, Player and MTR.
- Guide staff and clients with administrative and technical support as needed.
- Create tickets to developers when an improvement or a bug needs to be addressed.
- Adding new stations and monitoring stations for the MTR product.
- Provide training to staff when required.
- Assist the Operations Manager & Support Team in the onboarding of new hires
- Support in-person training and job shadowing to help new hires become proficient in using internal tools, systems, and processes essential for their daily tasks.
- Provide support to team members offering advice and answering questions.
- Work closely and collaborate with other teams such as Release Coordinators, List Management, Marketing and Business Development teams to support their efforts.
- Engage in quality assurance and product testing to develop action plans to ensure product reliability and performance.
- Full service release approvals.
WHAT YOU'LL NEED
- Strong verbal and written communication, active listening, and the ability to adapt to different customer needs.
- Ability to quickly learn and use web-based software solutions.
- Ability to handle multiple tasks and ensure timely resolution of customer issues.
- Strong attention to detail and work ethic.
- Critical thinking skills to resolve customer issues and de-escalate situations.
- Proficiency in customer support software, Microsoft Office, and basic troubleshooting.
- Ability to manage multiple projects simultaneously and be deadline-oriented.
- Experience and/or understanding of the radio industry is an asset.
- Availability to work long weekends is required, this is on rotation with the rest of the team and set in advance.
Job Types: Full-time, Permanent
Pay: $44,000.00-$47,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Discounted or free food
- Employee stock purchase plan
- Extended health care
- On-site gym
- Paid time off
- Vision care
- Work from home
Flexible language requirement:
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
Experience:
- music industry: 1 year (preferred)
- Customer support: 1 year (preferred)
Location:
Work Location: Hybrid remote in Vancouver, BC
