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Customer Experience Advocate USA

Working within this dynamic creative fast growing company, Spitfire Audio produces the finest virtual instruments from the finest musical samples in the world. It is a beacon of quality not just for its own productions but the endorsements it offers to third party sample developers and fellow sound smiths it goes into production partnerships with. At the heart of Spitfire’s evolution is the greatest recorded selection of orchestral samples on the planet thus far, alongside a recent expansion in scope to cover all areas of the music spectrum.

JOB DESCRIPTION SUMMARY

You will be responsible for providing excellent and timely customer service to our demanding clients. You will be a music technology expert with a friendly, patient and engaging personality and excellent written and spoken English.

In addition to helping customers one to one, you will also write articles and tips and tricks relevant to the support you are giving with the intention of helping future customers that have the same problem.

You will also be responsible for ensuring that any relevant comments or reported bugs are fed back to the US Customer Experience Manager, and keeping customers up to date with responses and fixes as they become available (when necessary).

Hours: 9am - 5pm Monday to Friday

Location: New York, New York

PRIMARY TASKS & OBJECTIVES

Answer customer support enquiries, initially via our Zendesk support centre, but over time potentially via social media, live chat, or on the telephone in a friendly and courteous manner.

Become and remain an expert in the use, installation, updating and maintenance of Spitfire Audio's range of products.

Maintain an awareness of what is being released, updated and discontinued from Spitfire's range of products.

Maintain and enhance articles on our customer support centre.

At times of heavy customer load, report back to the Customer Experience Manager so that support tickets are addressed quickly at all times.

Gather feedback from customers and ensure that it is passed on to the Customer Experience Manager.

Keep track of fixes in progress and update customers when they become available.

Participate in the writing of manuals and the recording of How It Works videos.

ESSENTIAL

These skills are essential for the role:

Prior experience in a customer service or social media management role

Attentiveness and empathy

A calm, patient and courteous demeanour

A broad knowledge of music technology

A broad knowledge of general computer troubleshooting

As a minimum you should be an expert in the use of at least one sequencer or DAW, and familiar with several virtual instruments

Effective time management

A willingness to learn

A methodical approach to problem solving


DESIRABLE

These skills are not essential but would be highly desirable:

In depth knowledge of any of the following music technology products:

Spitfire Audio virtual instruments

Any other Kontakt virtual instruments

Logic Audio

Cubase

Pro tools

Digital Performer

Ableton Live

Additionally:

Prior experience with Zendesk or other Customer Service software

Any experience of programming your own sampled instrument within Kontakt (or any other sample platform)

Any experience of software or web programming more generally (eg. PHP, javascript, C++)

Familiarity with Windows AND Mac OS X operating systems

Any foreign language(s)

 

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