Figure 53: Senior QLab Support Specialist (half time) at matching contributions | New York, USA

Job Description

Connect With Us

Figure 53, the creators of QLab, is seeking a highly skilled and dedicated Senior QLab Support Specialist for a half-time position based in New York, USA. We are a Baltimore-headquartered software company passionate about empowering live performance professionals with our industry-leading audio, video, and lighting control software. This role is perfect for an individual who not only possesses deep technical knowledge of QLab but also thrives on delivering exceptional, friendly, and accessible customer support.

Job Overview

This part-time role focuses on providing expert technical assistance and guidance to QLab users. You will be a primary point of contact for customer inquiries, troubleshooting complex issues, and contributing to the overall satisfaction of our user base.

Key Responsibilities

• Respond to customer support inquiries via email and our ticketing system.
• Diagnose and resolve technical issues related to QLab functionality.
• Provide clear, concise, and user-friendly explanations and solutions.
• Create and update support documentation and knowledge base articles.
• Escalate complex or unresolved issues to engineering as needed.
• Contribute to improving support processes and customer experience.

Requirements

• In-depth, demonstrable expertise in QLab software across all its features.
• Excellent written and verbal communication skills.
• Proven ability to troubleshoot and solve technical problems effectively.
• Strong interpersonal skills with a patient and empathetic approach to customer service.
• Familiarity with live performance workflows and related technologies.

What We Offer

• A half-time, remote-friendly position in New York, USA.
• The opportunity to work with a passionate and dedicated team at the forefront of live performance technology.
• Matching contributions to your employee benefits.
• A chance to significantly impact the QLab user community.