Job title: Sales & Technical Support Specialist
Company: MultiTracks.com
Job description: Full Time | Weekend Work RequiredAs a Sales & Technical Support Specialist, you’ll primarily be responsible for providing world-class technical support and making sure each customer is given expert care.MultiTracks.com is a growing technology company that creates tools for worship teams worldwide, putting the needs of the church at the heart of its brand. We are driven to consistently enhance the customer experience by thinking outside of the box and delivering an unmatched product. We hear every day from the customers we serve and how we save them time for what really matters. That is our mission, and our team is truly rallied around it. When the mission is clear and the team is unified, it’s an exciting place to be. If this motivates you, then you might be a great candidate for joining the team at MultiTracks.com.You’re good at:Encouraging others to achieve the highest level of service in every interactionCommunicating clearly and providing an exceptional customer experiencePerceiving the needs of the customer and gathering information from a customer efficientlyNaturally curious and go above and beyond to anticipate and solve customer pain points and problemsYou strive to communicate clearly with both customers and team membersYou’re a role model and leader on and off the clockWhat you will do:Work with customers via chat or phone to troubleshoot technical problems with our products and servicesWork closely with the Support Team Manager to escalate potential product or service issuesMaintain a full-time schedule from Saturday through Wednesday, to cover peak mid-week and weekend support demands, and ensure customers receive world-class support on both weekdays and weekendsProvide fast-paced support for high-priority customer issues that come in during weekend hoursPartner with team members to define and achieve customers’ success criteria, show ROI, and ensure customer loyaltyServe as a liaison between internal teams to ensure customer needs are being metKeep up with the growing integrations and software improvements from MultiTracks.com, to support the products wellBe a trusted advisor, thought leader, and subject matter expert to customers in relation to MultiTracks.comThis role requires that you be available to time sensitive customer requests that may occur during some evenings or holidaysRequired QualificationsStrong computer and communication skillsCustomer-focused mindset and attitudeProficient and familiar with escalation procedures and practicesProven ability to remain calm and effective in challenging situationsExperience with MultiTracks.com iOS Apps, Playback and ChartBuilderExperience and confidence troubleshooting and resolving customer issues (both technical and non-technical)Must be available for 40 hours a week which includes Saturday and SundayPreferred Qualifications1-2 year experience in customer service or customer support rolesDepth in understanding of church/worship technology; primarily audio routingHave an understanding of and comfortable working with MIDI and MIDI networksExperience working with ProPresenter, Planning Center and other church-centric toolsWhy MultiTracks.com?
We love creating a place where employees have the ability to grow and be a part of the impact of helping not one, but thousands of worship leaders around the globe. There are many benefits that come with working with us such as:
- Time away from work benefits PTO/Holidays/Sick days/Tenure Sabbatical/Parental Leave
- Remote / work from home days for in-office roles.
- Employer-paid options for health insurance plans available on the first day of employment.
- Employer-paid dental and vision available on first day of employment
- Health savings account (with employer contributions) or flexible spending account
- Employer-paid life, disability and AD&D insurance
- Additional Voluntary Life and AD&D, Critical Illness, and Accident Insurance options available
- Employee Assistance Program (EAP) including no-cost counseling sessions, financial consultations and attorney consultations and/or mediation, wellbeing support for emotional, physical, social, professional, and financial health, Caregiver support & Health Advocacy Program
- Optional complimentary enrollment in Dave Ramsey’s Financial Peace University Course
- 401(k) retirement plan with a 100% employer match of the first 4% of eligible compensation contributions (eligible after 3 months of hire date)
- Adoption assistance (up to $1,500, if eligible)
- Educational Assistance Program (up to $1,500 per year, if eligible)
- Training & Development
- MarketPlaceTM program with discounts and deals from national retailers (ex: gym memberships, tutoring, discounts on childcare services, pet health insurance, travel needs, etc.)
- Spend a week with the entire MultiTracks.com team during our
in Austin, Texas! *Benefits are determined based on employee status; full-time employees are eligible for full benefits above.Our culture sets us apart. We’re not just saying that. Take it from our team:“What we do every day matters to people all over the world, I love the Team environment here, the collaboration, the fun we have together.” -Marc, Senior UI/UX Designer“Culture makes a great work environment. It is great working with genuine people who all have a passion for the vision of the company. Exceptionally rare.” -Kenny, Software Development Manager“I love the potential. With MultiTracks being a growing company, there is potential to grow into roles that fit you as a person. MultiTracks.com cares about the development of each employee and is incredible at maximizing people within the company to fit. MultiTracks.com is always looking out for ways to win for both the employees and the company.” -Trevor, Sales & Support Specialist“I love that I get to be creative and that our work is meaningful!” -Monica, Partner Relations & Marketing CoordinatorIf this position sounds like it might be a fit, reach out to us and apply today!
Expected salary:
Location: Austin, TX
Job date: Thu, 17 Oct 2024 03:52:05 GMT
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