Technical Support Specialist

Austin, TX or Remote| Full Time

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 about 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.

Who You Are:

· 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

· Being naturally curious and going above and beyond to anticipate and solve customer pain points and problems

· Communicating clearly with both customers and team

· Being 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 and leaders to escalate potential product or service issues

· Maintain a full-time schedule from Monday-Friday and ensure customers receive world-class support

· 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

· Be available for time-sensitive customer requests that may occur during select evenings or holidays

Required Qualifications:

· Strong computer and communication skills

· Customer-focused mindset and attitude

· 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

Bonus But Not Required:

·1-2 years of experience in customer service or customer support roles

· Deep understanding of church/worship technology

· Comfortable working with MIDI and MIDI networks

· Experience working with ProPresenter, Planning Center and other church-centric tools

Why MultiTracks.com ? 

*MultiTracks.com is committed to your total wellbeing and offers benefits to holistically support your and your family’s physical, emotional, social, financial, and professional health including:

· Time away from work benefits including paid holidays and paid time off plans. All time off is dependent upon the company’s schedule and needs.

· Remote / work from home days (for in-office employees)

· Employer-paid options for health insurance plans available on the first day of employment. Based on the health insurance plan you select, the company will pay for some or all your/your family’s health insurance premiums.

· 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 free 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)

· Parental leave (eligible after 3 months of employment)

· Educational Assistance Program (up to $1,500 per year, if eligible)

· Training & Development Opportunities

· MarketPlace™ 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 .

*Full benefits package listed above available to full-time employees in the United States.

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!