Job Description
Project detail
We are a small software developer that makes software for music-creators. We currently have only one software product called “Melody Sauce 2” and we are looking for someone to manage the technical customer support for this.
Project Details:
• Provide technical customer support using Zendesk Support (email only)
• Respond to an average of 30 new support tickets per month (on average 2 responses required to solve tickets)
• Respond to tickets within 24 hours, 6 or 7 days a week.
• We will provide a guide to the most common issues and how to process certain tasks (eg: customer refund requests)
• Customer issues are most often related to issues with serial numbers, and more technical music-production software specific problems. Other issues to deal with include customer orders, refund requests and pre-sales questions about the product.
• Many tickets can be solved by referring to past tickets, or forward...