Support Analyst

☞ Winamp

전망: 130

갱신일: 16-11-2025

위치: Anderlecht Brussels Capital

범주: IT-소프트웨어

산업: Musicians

수평: Entry level

직업 종류: Full-time

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작업 내용

AtWinamp is a legendary media player with a story that goes back to the very beginning of digital audio in 1997. It now has a vibrant and committed community of 80 million active users worldwide.We are currently re-launching Winamp to become the ultimate platform for audio lovers, a universal space where fans connect to their favorite artists, podcasts, radios & more, and where artists can access fairer and more transparent revenue sources, directly from their fans.To learn more on what we do: https://www.winamp.com/Your missionAs a Support Analyst, you’ll take the lead in the Customer Service Team. You are in daily contact with various creators having questions about the variety of Service offering or are not getting anywhere with the digital services, because we don’t want to leave anyone out in the cold.You support our creators in a goal-oriented manner so that our artists can receive an optimal, exemplary service. You therefore work in an international environment with various third parties to manage.Do you want to join the adventure and help us shape the audio player of the future, while supporting various creators? Then this position might be for you!Job Description
  • Manage an external Support team. Provide all trainings and material needed for an outstanding performance. Guarantee that the level of service stays the same anywhere, anytime.
  • Define, optimize, and improve the Support workflow on Zendesk. Monitor performance (time of first reply, satisfaction rate, NPS), be proactive in making the system evolve. Communicate internally on performance.
  • Perform process map & workflow modeling to document process, spot improvements, ease automation and clearly defined end-to-end use cases.
  • Collect and document post-mortem user issues, participate and document the solutions, and push them towards digital help center, to decrease user support and stimulate user self-servicing.
  • Propose user journey improvements at each contact points throughout the user help center, removing friction points by ways of automation and monitoring.
Your profile
  • At least 3 years of experience in a similar position
  • Customer experience (Monitoring / Automation)
  • Hands on Zendesk is required
  • Fluent in English, knowledge of French, Spanish or Dutch is a plus
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마감 시간: 31-12-2025

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