Social Media - Customer Support

Melody Management LLC

Qualifications

• Well-developed customer-facing communication and customer management skills

• Self-starter motivated to succeed with minimal handholding

• Prior experience supporting software or Software-as-a-Service (SaaS) in customer service, technical support or equivalent roles

• Working knowledge of Internet and media technologies should have experience with online community platforms and social media.

• Comfortable with Web 2.0 technologies including Myspace, Facebook, Twitter, blogs, fan sites

• Comfortable with manipulating and customizing popular social network profiles including MySpace and FaceBook

• Strong aptitude for problem solving and follow-through

• Efficient time management skills

• Flexibility and teamwork are a given, this is a growing, dynamic company 1-3+ years of related work experience

• Hands on experience supporting software and/or SaaS solutions

• Basic technical understanding of Web content, HTML, and Flash

• Authorized to work in the U.S. without the need for sponsorship

Melody Management LLC (Melody) is a web-based software-as-a-service (SaaS) application that assists music artists with management of their online presence. Melody has joined the digital music revolution with a unique business model that includes direct payment to artists on a privately labeled prepaid debit MasterCard.

Position Description

The "Digital Music Manager" is passionate about enabling our Artists and Bands to be completely successful with our suite of digital music services.​ Our users range from novice to expert when it comes to technology and our customer-centric support team handles them all.​ We are growing this team with some great talent and want to add several like-minded individuals.​ Key to our service is the ability for Artists to:

• Build and maintain a Melody online profile inclusive of bio’s, MP3 tracks, videos, photos, and news.

• Build and maintain a digital music store (Melody Widget), which can be shared to many of the popular social networks including MySpace and FaceBook.

• Customize their Melody online profile and Widget via the Melody Music Desk.

Your task has the responsibility for the support of Melody users, aiding in the overall Melody user experience, and will serve as the Artist's interface to provide prompt and complete resolution to support cases and request for assistance. The primary tasks of the Digital Music Manager will be to assist the Artist(s) with building of their Melody Widget and use of the Melody Music Desk. The Digital Music Manager will often times be responsible for electronic receipt of an artists’ digital content (MP3s, photos, videos, etc.) and the follow on assistance to upload and manage using the Melody Music Desk. You will work with Melody artists to help with initial account signup, setup, and ongoing Melody account maintenance issues. At times you may be working with Melody design, product, and technical professionals to help define, implement, and execute support materials and processes as part of our products. Additional areas of responsibility will include maintenance and administration of the Melody branded social networking sites on MySpace, Facebook, and Twitter.

Primary Responsibilities

• Serve as a primary contact for customer support to provide the highest level of customer satisfaction

• Manage a range of customer support issues via written communication and by phone

• Triage and escalate issues to ensure prompt response times

• Maintain high-quality and timely communication to customers and to management teams as needed

• Assist with development and execution of all knowledge bases and Frequently Asked Questions (FAQs) related to help and support on Melody

Secondary Responsibilities

• Work with Marketing, Management, and Service teams to ensure the Melody community platforms, blogs, moderation tools, etc. are kept up to date and functional

• Create compelling, relevant content to be communicated via already established social media channels and manage a schedule of posts, chats and blog discussions daily

• Coordinate all user-generated content according to the Company’s moderation and social media policies, liaising with the Legal team as needed

• Manage friends, fans and followers on social networking sites including MySpace, Facebook, and Twitter

Contact Information

To be considered for this excellent new opportunity, please send a resume directly by email to lanine@melodymanagement.com and include lanine@melodymanagement.com"Digital Music Manager Posting" in the subject line.