Support & Distribution Specialist

2 months ago

Montréal QC HB L, Canada LANDR Full time

LANDR is a fast-growing audio company made up of left-brained creative technologists, right-brained 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’s 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 meet 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. The role requires full-time presence in the office to facilitate collaboration and ensure seamless communication with the team.

**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
- You can handle 70+ support tickets daily.

**Qualifications**
- Experience working in a Customer Support role
- Passion for and knowledge of music and music industry
- Experience working in 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

**Here are a few perks that we enjoy at LANDR**:

- Competitive compensation, based on your role, experience and expertise
- Health insurance coverage, with access to a doctor via Maple and to an Employee Assistance Program (via Homewood)
- Your birthday is a free day
- Annual public transit (Montreal employees) & sport activity allowance
- Free access to the LANDR products
- Open office space in Downtown close to Square-Victoria Metro Station
- LANDR Band
- Partnerships with local music events & festivals (MUTEK, Pop Montreal, Igloofest )

We work hard to create the best experience for our employees and we’d love for you to be a part of itLANDR est une société audio à croissance rapide composée de créatif.ve.s, de technologues, de professionnel.le.s de la musique ainsi que de toutes les combinaisons possibles de ces domaines. Ensemble, nous révolutionnons le processus des créateur.trice.s de musique pour les aider à créer, maîtriser, d

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