Support Specialist

At Pandora, we're a unique collection of engineers, musicians, designers, marketers, and world-class sellers with a common goal: to enrich lives by delivering effortless personalized music enjoyment and discovery. People—the listeners, the artists, and our employees—are at the center of our mission and everything we do. Actually, employees at Pandora are a lot like the service itself: bright, eclectic, and innovative. Collaboration is the foundation of our workforce, and we’re looking for smart individuals who are self-motivated and passionate to join us. Be a part of the engine that creates the soundtrack to life. Discover your future at Pandora!

We are looking for a Support Specialist to provide first-line assistance in response to contacts from our listeners.  This role involves account support and troubleshooting issues on web, mobile, and all supported devices. Because Support Specialists are communicating with our user base directly, they must be able to provide professional and friendly service efficiently. Communication and collaboration are essential to meet the demands of an ever-changing support landscape. Pandora provides customer support seven days a week, and weekends may be included in a Support Specialist’s schedule.

Responsibilities:

  • Provide prompt and accurate responses to listener inquiries via email
  • Report trends and track bugs identified in user experience
  • Adapt to unpredictable issues, and display agility in problem solving
  • Become familiar with Pandora’s functionality on supported devices, and master their support paths
  • Ensure timely and secure billing support to our Pandora Premium and Pandora Plus subscribers

Requirements:

  • 2+ years of professional experience in a Technical Support role in a fast-paced high-tech or internet company
  • Excellent English communication skills (written and verbal)
  • Demonstrated ability to respond to large quantities of emails that are time-sensitive
  • Significant writing experience with an emphasis on speed, clarity, and attention to detail
  • Ability to exercise good judgment in external communications
  • Self motivated work ethic, and ability to work independently
  • Familiarity with mobile device troubleshooting and functionality (iOS, Android)
  • Proven experience in an email support role, troubleshooting issues with PC and Mac computers (browser, operating system settings, plug-ins)
  • Experience with billing support and subscription services

Plus Requirements:

  • Experience with SalesForce Service Cloud.
  • Fluent in writing/speaking Spanish.

Pandora is committed to diversity in its workforce. Pandora is an equal employment opportunity employer and considers qualified applicants without regard to gender, sexual orientation, gender identity, race, veteran or disability status. Women and people of color are encouraged to apply.

Pandora is also a VEVRAA federal contractor. Pandora requests priority referrals of protected veterans from each ESDS, as required by regulation.

If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to disability@pandora.com This email box is designed to assist job seekers who require a reasonable accommodation to the application process. A response to your request may take up to two business days.

In your email, please include the following:

- The specific accommodation requested to complete the employment application.

- The location or office to which you would like to apply

- The subject of the email should read "Request for Reasonable Accommodation".


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