Role Overview:

The Customer Support & Technical Specialist will provide technical assistance to Jukeboxy customers through phone, email, and live chat. The role involves diagnosing issues related to our web platform, mobile apps, and dedicated streaming hardware. The candidate will work closely with other support team members and collaborate internally through Slack.

This position requires strong communication skills, patience when dealing with customers, and the ability to troubleshoot technical issues efficiently.

About the Company:

We are a licensed background music platform designed for businesses across the United States and Canada. Our service allows businesses such as restaurants, retail stores, hotels, and offices to stream fully licensed music and manage their audio environment through a centralized dashboard and dedicated streaming devices.

We are looking for a reliable and technically capable Technical Support Specialist to join our support team. This role focuses entirely on technical troubleshooting and assisting customers with resolving issues related to the Jukeboxy platform.

Schedule:

• Mondays to Fridays, 10:00 am to 7:00 pm (US Eastern Time), with a 1-hour unpaid break (40 hours per week, 8 hours per day)

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health insurance coverage for eligible locations

Responsibilities:

• Provide technical support to customers via phone, email, and chat
• Troubleshoot issues related to the Jukeboxy platform across supported devices and operating systems
• Assist customers with app troubleshooting on desktop and mobile platforms
• Perform remote troubleshooting for Jukeboxy Player Box hardware using TeamViewer
• Diagnose network, device, and playback issues affecting music streaming
• Guide customers through the setup and configuration of the Jukeboxy service
• Document support cases and maintain monthly support ticket tracking in Excel
• Communicate with the internal team using Slack for issue escalation and coordination
• Work with CRM and Gmail Workspace to manage customer communications
• Escalate complex technical issues to engineering when necessary
• Follow internal troubleshooting procedures and contribute to improving support documentation

Requirements:

• Excellent spoken and written English
• Comfortable speaking with customers in the United States and Canada
• Previous experience in technical support, IT helpdesk, or SaaS customer support (1-2 yrs experience)
• Ability to troubleshoot software, hardware, and internet connectivity issues
• Experience with remote desktop tools such as TeamViewer or similar platforms
• Familiarity with SaaS platforms, web applications, and mobile apps
• Ability to clearly explain technical solutions to non-technical users
• Strong attention to detail and documentation skills
• Comfortable working in a fast-paced remote team environment
• Experience with handling customers through phone, email, and chat support

Tools Used:

• Slack for internal team communication
• CRM for customer management and support tracking
• Gmail Workspace for customer communication
• Excel for support ticket tracking and reporting
• TeamViewer for remote device troubleshooting

Personal Qualities:

• Patient and calm when dealing with frustrated customers

• Strong problem-solving mindset

• Reliable and responsive

• Team-oriented and collaborative
• Able to follow procedures while also thinking independently to solve issues

Team Structure:

• Work alongside two other support team members
• Report directly to the CEO and Founder
• Collaborate with internal teams when escalation is required

Side Note:

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are determined by your performance throughout the application process.

Reminder:

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions that fulfill all requirements will receive priority review.