• Client Support Specialist

    Location US-CA-San Diego
    Posted Date 1 month ago(5/20/2019 9:21 AM)
    Job ID
    # Positions
  • Overview

    The Orchard is a leading music distribution company operating in over 40 markets worldwide –  distributing music from independent artists including Ozuna, Skepta, Jorja Smith, John Prine, and Kelsea Ballerini. With cutting edge operations and an unparalleled global team, The Orchard partners with labels of all sizes to make their music and video available across hundreds of digital 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.


    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


    About The Orchard®

    The Orchard is a leading music distribution company operating in over 40 markets worldwide. With a comprehensive artist & label services offering including full-service marketing, sync licensing, comprehensive video services, transparent data analysis, advertising, rights management, digital and physical distribution and more, The Orchard empowers creators and businesses to grow and adapt in the dynamic global industry. For further information, 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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