Customer Support Analyst

Winamp 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 mission

• Collaborate with the external Support team
• Guarantee that the level of service stays the same anywhere, anytime
• Define, optimize, and improve the Support workflow on Zendesk
• Communicate with Users and help them make the best out of our products
• Bring satisfying answers that meet and exceed quality of service KPIs, each category of user bearing its own very diverse challenges
• Propose user journey improvements at each contact points throughout the user help center

Your profile

• Already a first experience in Customer Service Management
• Hands on Zendesk is required
• Familiarity with project management tools, like JIRA/Confluence, Kanban board
  
• Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
• Excellent communication and interpersonal skills
• Fluent in English, knowledge of French, Spanish or Dutch is a plus

What we offer

• Full-time, permanent contract in the music industry in Brussels
• Young and passionate work environment, with plenty of room for growth
• Competitive package
• Home-working possibilities
• Plenty of activities at the office (team gatherings, free sport coaching, etc)