• Client Support Specialist

    Location US-CA-San Diego
    Posted Date 3 weeks ago(5/1/2018 4:10 PM)
    Job ID
    # Positions
    Sales - Other
  • Overview

    The Orchard is an independent music and film distribution company distributing music from artists such as AWOLNATION, Kelsea Ballerini, and Skepta as well as films like Cannes Grand Prix Winner BPM (Beats Per Minute), and Sundance Jury Prize winner Dina, and The Hero. With our industry-leading technology and operations, we partner with companies of all sizes to make their music, films and videos available across hundreds of digital outlets and physical retailers around the world. At The Orchard, the focus is to provide a comfortable, social and engaging environment to encourage productivity and creativity.


    The Orchard is seeking a Client Support Specialist to join our dynamic San Diego team. 


    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 100 customers with its innovative platform.


    RoyaltyShare is seeking a Client Support Specialist to join our San Diego team.  This position reports to the Vice President of Royalty Services 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
    • Bachelor’s Degree
    • 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


    The Orchard is a pioneering music, film and video distribution company operating in more than 30 global markets. With a holistic approach to sales and marketing combined with industry-leading technology and operations, The Orchard amplifies reach and revenue across hundreds of digital, physical and mobile outlets around the world. The Orchard streamlines content owners' business complexity with an intuitive client dashboard, comprehensive rights management and tailored client support. Founded in 1997, The Orchard empowers businesses and creators in the entertainment industry. For further information, please visit www.theorchard.com.


    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 identity or expression, pregnancy, veteran or military status, genetic information or any other status protected by applicable federal, state, or local law.



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