RoyaltyShare is the leading provider of SaaS (Software-as-a-Service) royalty solutions to independent record labels, business management firms, and distributors. A subsidiary of The Orchard, the world’s leading distributor of independent music, RoyaltyShare supports a growing base of more than 200 customers with its innovative platform.
RoyaltyShare is seeking a Client Support Specialist to join our San Diego team. This position reports to the Manager, Customer Support and will be responsible for providing day-to-day support for users of our web-based royalty processing application.
Ensure a high-level of satisfaction among the RoyaltyShare client base
Respond to daily support inquiries via email and telephone as needed
Review and evaluate support inquiries and escalate issues where required
Prioritize tasks based on customer urgency and support level
Initiate follow-up both internally and with customers to ensure full resolution of problems and requests
Anticipate customer and internal deadlines in order to independently manage and organize workload
Comprehend the technical aspects of our software application and effectively communicate internal requests to Product Management
3-5 years of software support experience
Strong analytical skills. Some background in finance and/or accounting preferred
A passion for solving customer problems
Strong time management, attention to detail and ability to troubleshoot complex problems
Strong verbal and written communication skills
Proficient in use of Excel
Experience and/or knowledge of music royalties or the music business helpful
Founded in 2005, RoyaltyShare is the leading provider of global digital revenue management and royalty reporting software for the music and book publishing industries. Now a part of The Orchard (a subsidiary of Sony Music Entertainment), a pioneering digital music, video and film distribution company operating in more than 25 global markets, RoyaltyShare has more reach than ever for its state-of-the-art royalty software solutions. RoyaltyShare is headquartered in San Diego, California.
The Orchard is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.