Spécialiste Support - Montreal - LANDR

Description

Overview

LANDR is a fast-growing audio company made up of left‑brain creative technologists, right‑brain music professionals and everyone in between. Together, we are revolutionizing the process for music makers to help them create, master, distribute and promote their music.

We love music. We love musicians. Our mission is to give music makers the freedom to create and be heard. We bring our love of music to the office every day and we are continuously innovating to create experiences that delight and engage our audience of over 6 million music creators. We love best practices but we aren't afraid to break them.

LANDR is looking for a Support & Distribution Specialist, who will ensure proper responses to our clients' questions and issues, as well as participate in the process where the music sent off for distribution by our users meets standard distribution requirements. You will communicate with users when something isn't right with their release information and help them through the process until their project is ready to go, while also making sure that whatever issues they're having are getting solved in a timely manner. You'll be maintaining a clear scope of user experiences, issues, and feedback, and tag tickets accordingly. You'll relay this information to the Support Team Manager. This position is for a predetermined contract.

Responsibilities

• Understanding the ins and outs of the LANDR Distribution workflow
• Troubleshooting with users to solve any issues they're having with the web platform, their releases or any other support they may need
• Logging and tracking user issues in an organized manner (and using ticket tags), ensuring that serious, commonly occurring technical issues are escalated to the Support Manager
• Ensuring all projects released through LANDR distribution meet all requirements before delivering them to DSPs
• Communicating with users when something is not right and working with them until it is
• Delivering LANDR releases to DSPs

You Are

• Passionate about every single client being happy with our products
• You have a keen interest in technology
• You absolutely love music and you can talk about it until you're blue in the face
• You've also got a solid amount of audio knowledge and some experience in music production
• You know music and how music is created, you can listen to a song and determine if it is a copy of someone else's work
• You understand the difference between high‑resolution graphic artwork and not
• You can look at metadata fields and determine missing elements quickly and maybe help populate them
• You have crazy good troubleshooting skills and love solving problems. You're also super organized and love keeping track of things. You're not scared to strive for results
• You're really good with people and love having awesome interactions with them
• You're sensitive to their needs, you love helping people out, and you can turn any negativity into a smile
• You are able to multitask and able to make decisions quickly
• You're an authentic marketer. You love advocating things you believe in; you can sell anything that you're passionate about and you stay genuine while doing it
• You're able to contribute in a close‑knit team environment and you're a great communicator, but you're also perfectly comfortable working autonomously and can figure stuff out on your own
• You've got strong writing skills in both English and French. A third language would be a huge asset. Knowledge of English is required, as the position involves working with an international team, particularly in Canada, the United Kingdom, and the rest of Europe.
• You can handle 60–70 support tickets daily.

Qualifications

• Experience working in a Customer Support role
• Passion for and knowledge of music and the music industry
• Experience working in a label A&R department or any experience with music distribution is an asset
• Studied in recording, music or engineering is an asset
• Experience working in a fast‑paced startup environment an asset

Perks

• Frequent office and social events (Catering on Monday, Bagel Tuesdays, , etc.)
• Free access to the LANDR products
• Open office space in Downtown close to Square‑Victoria Metro Station
• Possibility to join the LANDR Band
• Partnerships with local music events & festivals (MUTEK, Pop Montreal, Igloofest…)

At LANDR, we don't just accept diversity, we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. LANDR is striving every day to create a more diverse workplace, and we strongly encourage applications from people of color, women, LGBTQ people, people of any religion, age, or belonging to any marginalized community.

We accept people as they are and firmly believe diversity is essential to our success If you're applying to LANDR, it's because you want to contribute to our amazing company and culture, and we're thankful for that

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