You are viewing a preview of this job. Log in or register to view more details about this job.

Technical Support Investigator

The Jazz Groove
Email

Technical Support Investigator:

The Jazz Groove (JazzGroove.org) is a non-profit, online jazz radio service with an average of 300,000 active monthly users and thousands of members. This is a start-up atmosphere.

We're looking for a technically astute person with high curiosity and relentless determination to isolate the root cause of tech issues and resolve them likely with one of these options:
 

A: Improve our written and video instructions, 

B: Write specs/requirements for our software engineer and PM that solve the issue.

C: Assist the member in solving it themself.  

Our customers listen on many different devices, from Sonos to Heos, from Amazon Echo to BlueSound. Sometimes they experience technical problems that are caused by

1: A tech issue on our end

2: They are a 60+ Luddite and our instructions are insufficient

3: Something else

Your work on A, B & C will help improve the UX for our members.

You are:

A Technical Savant very comfortable with  and curious about Audio Equipment, Computers, Smart Phones, Tablets & Speakers including many of the devices/apps on this list. You may not know all of them but you have the curiosity and initiative to learn.

A Great Communicator. Whether writing detailed step-by-step instructions or verbally communicating with someone, your clarity, specificity, and end-user focus is unparalleled.

A Self-Starter. Once you understand the mission, you're off and running. If you can't get a question answered on your own, you don't dump it; you follow through and get it answered. You take the initiative to keep your team in the loop and loudly raise the alarm if we're tracking to miss a deadline or encounter an issue you can't resolve yourself.

Good With People. People enjoy interacting with you, especially people over 60 who currently make up the bulk of our supporters/members.

It's a plus if you have:

Project and/or Product Management Experience  = a big plus

Software Engineering Experience = a very big plus

Part-time freelance position. $35 an hour. Up to 15 hours a week.