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CUSTOMER EXPERIENCE ADVOCATE US

Working within this dynamic creative fast growing company, Spitfire 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 the 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 friendly, patient and engaging personality with 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 help 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 entered into the appropriate reporting system, and keeping customers up to date with responses and fixes as they become available (when necessary).

Hours: 8-5 Full Time

Location: California, USA

Salary based on experience

Apply: CV and covering letter by email to careers@spitfireaudio.com for the attention of Ben DeVille. Please put “CX Advocate US” in the subject line.

PRIMARY TASKS & OBJECTIVES


  • Answer customer enquiries, initially via our Zendesk support centre, live chat, in person and potentially via other channels in the future in a friendly and courteous manner.
  • Keep up to date on the issues that customers experience with account management, purchasing our products and understanding the differences between our products.
  • Facilitate a smooth, seamless handoff of technical tickets to the technical team.
  • Become and remain an expert in 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 your manager so that support tickets are addressed in quickly at all times.
  • Gather feedback from customers and ensure that it is passed on to your manager.
  • Keep track of fixes in progress and update customers when they become available.

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
  • Effective time management
  • A willingness to learn
  • A methodical approach to problem solving

DESIRABLE

These skills are not essential but would be highly desirable

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
  • Familiarity with Windows AND Mac OS X operating systems
  • Any foreign language(s)