TuneIn is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current employees, will temporarily work from home until it is safe to return to our offices.

Support Analyst

TuneIn currently serves over one hundred million listening sessions every month. Our Associate Customer Support Specialist will be the front line of support for our millions of listeners, troubleshooting their technical issues across a variety of platforms, audio devices and streams. You'll be instrumental in identifying problematic trends and making recommendations to the entire company including product managers and engineers to improve users' experience.

What You Will Do

Accurately assess issues and concerns and take the appropriate steps to ensure quick resolution
Communicate with both users and our BPO partner's agents in a timely, friendly and professional manner via all customer communication channels
Creatively own message crafting and posting to websites, message boards and forums
Assist agents at our BPO partners
Communicate user feedback to a variety of internal teams in a clear and streamlined way, both qualitatively and quantitatively
Continually drive efficiencies in the process and organization of the team and its interactions with both users and cross-functional internal teams (product, marketing, development)
Anticipate community reaction to actions and decisions
Assist with a variety of special projects

What We Are Looking For

A graduate of an accredited university with a history of academic success
Experience in troubleshooting and diagnosing problems in mobile smartphone applications and/or streaming data services
Experience communicating with internal engineering teams to troubleshoot end-user technical problems quickly
Must be detail-oriented
Great personality to show through all inquiries
Excellent written and communication skills
Quick learner who will pick up new skills and areas of expertise with ease and a great attitude
Passion for social media and music, sports, talk and/or news content

Our Compensation & Benefits

TuneIn offers competitive salary, bonus, and equity compensation packages
We offer generous benefits, including 100% coverage of all health plans for employees and dependents regardless of which medical health plan you choose
Dental and Vision plan coverage
Flexible time off policy, plus 14 paid holidays (2021)
401k Plan
Parental Leave
Wellness stipend
Technology stipend
Individual training and educational spending
Pet insurance

About TuneIn

TuneIn, the leading live streaming and on-demand audio service, brings together live sports, news, music, podcasts, and radio from around the globe. With 75 million monthly active users, TuneIn is one of the most widely used streaming audio platforms in the world. TuneIn broadcasts over 100,000 owned & operated and partner radio stations and boasts more than 5.7 million podcasts. With premiere distribution across 200 platforms and connected devices, TuneIn empowers listeners to 'hear' what they love wherever 'here' might be.

TuneIn Premium subscribers also unlock exclusive access to commercial-free news from top networks like CNBC, CNN, FOX News Radio, and MSNBC, as well as commercial-free music channels for every mood and activity. For more information please visit us at www.tunein.com or follow us on Facebook, Instagram, or Twitter.

Our commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within TuneIn. That's why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunities to excel.

Summary
Company name: TuneIn
Remote job title: Support Analyst
Job tags: mobile, streaming, social media