Customer Support Agent

**Description**: **About us** At SonoSuite, we are passionate about music and technology. We operate in the digital music ecosystem, which continuously grows and increasingly encompasses more agents, channels income, and different business models. With a solid background in the music sector, we empower independent music businesses worldwide to manage their catalog distribution and royalties reporting with our software solution. The SonoSuite platform is a cloud-based white-label B2B SaaS created for independent music companies, from boutique labels to do-it-yourself companies. Our software is developed in our main offices in Barcelona, Spain, where a team of more than 50 people of 12 different nationalities works continuously to improve SonoSuite and add new features, staying on top of the latest developments in the digital music business. Our purpose: embody a powerful change for the independent music community, enabling a fair profit from creations in the digital landscape and sharing the industry’s proceeds for a better world. In order to achieve this, we are driven by our values: Empathy, Build for Change, Fair Play, Accountability and Musical Soul. Sounds interesting? Let's make history together **The Role** What you will do - Reporting directly to the Customer Support Manager, the Customer Support Agent will be in charge of the following: - Provide support to customers and users of the distribution platform, via ticketing tool Zendesk. - Filter customer requests and direct them to the corresponding department. - Assist other departments through direct customer feedback. - Investigate, report and follow up technical issues of the platform in collaboration with the development teams. - Update Help Center customer documentation (FAQ, best practices, tips). - Create and update internal documentation. **Requirements**: **What are we looking for?** - 1-2 years of experience in customer support is a must, possibly in a company in the IT / music tech sector. - Familiarity with ticketing tools and workflows (namely Zendesk) - Great predisposition for written and verbal communication. - Ability to work remotely. - Be a "problem-solver". - Organization and ability to work according to priorities. - Attention to detail and logical thinking. - Empathy and patience when dealing with clients and internal stakeholders. - Fluency in English and Spanish is essential, other languages will be considered favorably. - Knowledge of the music industry will be a big plus for us **What do we value?** Passion for music, technology and business are a must for our team members. **Perks** Why work at SonoSuite rocks? Our team is what makes everything possible. We are a culturally diverse group of more than 50 people with 12 different nationalities, who work, play, and grow together every day, sharing the same universal language: music. **We offer**: - Type of contract: contractor (full time). - Remote position. - Flexible working hours (aligned to the needs of your department). - Twenty-four working days of vacations, without limitations of time to enjoy them. - 1/2 day off on your birthday. - Young, international and dynamic work environment. - An online library for you to learn a lot - Playlist recommendations every week - Being part of a team that works with passion and makes a difference. **You should know** Sonosuite is proud to be an equal opportunity employer. You’re welcome to the team no matter where you’re from, who you like, what you look like, or if you prefer listening to Justin Bieber over Pink Floyd (haha, it's just a joke, there are some beliebers here ). Seriously speaking: we hire based on your qualifications and demonstrated ability to perform job responsibilities.