Full-Time User Support Specialist

About the role: As a podcast subscriptions support specialist for Supporting Cast, you'll provide assistance to a growing premium podcast audience on behalf of leading audio publishers like NPR, SiriusXM, and NBC. This is a great opportunity for someone who's trying to break into podcasting or the technology industry. Supporting Cast is a fast-growing company with opportunities for career growth.

• Provide direct support to podcast listeners who subscribe to our clients' paid subscription podcasts.
• Help signing in, updating a payment method, or troubleshooting an issue with their podcast app.
• Responding quickly, clearly, and kindly.

The publishers Supporting Cast works with count on us to deliver excellent service to their most loyal fans. That means going beyond scripted answers and thinking critically about each problem. You'll also work closely with our success and engineering teams to identify bugs, suggest improvements, and help shape a support function that scales well without losing the human touch. The candidate should be available to work at least 30 hours a week, with some morning availability (Eastern Time). This is a remote position, working with a team that is 100 percent remote. The rate of pay is $19–22/hour (dependent on experience) and is eligible for medical and dental benefits.
Responsibilities

• Answer customer inquiries promptly
• Troubleshoot basic user issues by investigating and replicating them
• Identify, track, and communicate patterns in user issues to appropriate team members
• Contribute to written support materials including knowledge base articles and internal support documents
• Develop automations to provide more efficient support

Requirements

• Resourcefulness: You find creative solutions to user problems.
• Independence: You are self-motivated and thrive working solo.
• Efficiency: You have a knack for developing systems and processes.
• Ability to prioritize: You can identify which types of requests get your attention first.
• Technical aptitude: You enjoy learning, using, and explaining how new technologies work
• Strong written communication skills
• Prior help desk experience preferred but not required
• Familiarity with Freshdesk and podcast subscriptions is a plus

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