Technical customer support for music creation software

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 forwarding links to existing articles from our Zendesk Guide
• For more technical or music-related requests, tickets can be forwarded to me (the founder) to provide 2nd line support
• An understanding of music production software (DAWs, VST plugins, on both Mac & Windows) would be helpful
• As well as Zendesk, we will provide access to our Fastspring and WooCommerce e-commerce dashboards (to allow you to check details of customer orders) and our product serial-number management dashboard (to manage and check customer serial numbers).

If this is something you can help with please let me know.

Thanks

Charlie

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