Technical customer support for music creation software

Social network you want to login/join with:

Technical customer support for music creation software, London

col-narrow-left

Client:

Jobs For All

Location:

London, United Kingdom

Job Category:

Other

–

EU work permit required:

Yes

col-narrow-right

Job Reference:

40e58369052b

Job Views:

5

Posted:

02.06.2025

Expiry Date:

17.07.2025

col-wide

Job Description:

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.

• 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

Skills Required

Industry Categories

Languages required

Freelancer type required for this project

#J-18808-Ljbffr