Sales & Technical Support Specialist - MultiTracks.com
Cedar Park, TX 78613
About the Job
Full Time | Weekend Work Required
As 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 interaction
Communicating clearly and providing an exceptional customer experience
Perceiving the needs of the customer and gathering information from a customer efficiently
Naturally curious and go above and beyond to anticipate and solve customer pain points and problems
You strive to communicate clearly with both customers and team members
You’re a role model and leader on and off the clock
What you will do:
Work with customers via chat or phone to troubleshoot technical problems with our products and services
Work closely with the Support Team Manager to escalate potential product or service issues
Maintain 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 weekends
Provide fast-paced support for high-priority customer issues that come in during weekend hours
Partner with team members to define and achieve customers’ success criteria, show ROI, and ensure customer loyalty
Serve as a liaison between internal teams to ensure customer needs are being met
Keep up with the growing integrations and software improvements from MultiTracks.com, to support the products well
Be a trusted advisor, thought leader, and subject matter expert to customers in relation to MultiTracks.com
This role requires that you be available to time sensitive customer requests that may occur during some evenings or holidays
Required Qualifications
Strong computer and communication skills
Customer-focused mindset and attitude
Proficient and familiar with escalation procedures and practices
Proven ability to remain calm and effective in challenging situations
Experience with MultiTracks.com iOS Apps, Playback and ChartBuilder
Experience and confidence troubleshooting and resolving customer issues (both technical and non-technical)
Must be available for 40 hours a week which includes Saturday and Sunday
Preferred Qualifications
1-2 year experience in customer service or customer support roles
Depth in understanding of church/worship technology; primarily audio routing
Have an understanding of and comfortable working with MIDI and MIDI networks
Experience working with ProPresenter, Planning Center and other church-centric tools
Why 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 annual Team Week in Austin, Texas!
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 Coordinator
If this position sounds like it might be a fit, reach out to us and apply today!
