Customer Support Advisor Remote
Job description
Location: UK, remote (GMT Overlap)
Job Type: Full-time
Salary: Negotiable
Krotos designs and distributes audio software. Our mission is to change the way people design and perform sound.
The company wishes to employ a Customer Support Advisor to handle sales and technical support for a range of products. We are looking for an enthusiastic person with an interest in audio software, who is dedicated to providing excellent customer service in a fast-paced environment. This role deals with customer issues and reports regarding Krotos software. You will work closely with product owners, programmers, sales, marketing and quality assurance as a key part of our support team. The role involves rigorous attention to detail, clarity of communication, explanation of issues and policies, investigating and accurately logging issues reported by customers, knowledge of Krotos product offering and sales support.
Key objectives:
- Ensure customer satisfaction and success with our products, empower end users to get the most out of their Krotos products
- Identify opportunities to up-sell and cross-sell through customer service,
- Provide top quality technical support to customers with issues with their software
- Represent Krotos core values to customers
Responsibilities:
- Respond to customer enquiries over Zendesk, email, social media and conference calls
- Respond to both technical and sales enquiries
- Provide prompt responses to a volume of email enquiries
- Building relationships with Krotos’ customer base
- Identify customers’ needs and demonstrate effective problem-solving techniques
- Work with development team to track and identify issues in products
- Assist in Quality Assurance (QA) for products and website as required
- Maintain and develop on-going customer support procedures, in collaboration with Sales and Marketing and Web Development
- Perform regular tests on Krotos products on various Digital Audio Workstations
- Update FAQs on a regular basis
Required Skills
- Patience, attention to detail, methodical thinking
- Experience of dealing with the public or commercial clients
- Excellent written and verbal communication skills
- Appreciation of quality customer service
- Strong problem-solving skills
- Experience of audio workflows on both Windows and OS X
- Interest in audio tools, plugins and knowledge of audio industry trends
- Experience with a variety of cross-platform, industry-standard pro-audio tools (e.g. Pro Tools, Logic, Ableton Live etc) and VST/AU/AAX plugins in general
Desired Skills
- Interest in digital signal processing and game audio
- Experience with Unity, Unreal or game engines or audio middleware e.g. Wwise
- Willingness to bring forward creative ideas and contribute towards the company vision
Please take the time to examine and use our existing products atwww.krotosaudio.combefore applying
Next steps
If you feel like you are the perfect candidate and could make a significant contribution to Krotos, please send a CV and separate cover letter (stating what you can contribute towards Krotos after joining us) *In English and PDF format only*.
Please note, all offers are subject to eligibility to work in the UK satisfactory references.
At Krotos, we recognise the value of a diverse team, and we are committed to and encourage applications from people with varied experiences, perspectives, and backgrounds. Reasonable adjustments are available to support candidates through the application and interview process.
Job Types: Permanent, Full-time
Salary: From £22,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Flexitime
- Sick pay
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Application question(s):
- You must be based in the UK and have the right to work here, do you meet this requirement?
Work authorisation:
- United Kingdom (required)
Work Location: Remote
