Customer Care Agent

| Cambridge

Job Summary:

We are looking for a customer care agent to assist our customer's use with our expanding line of Music Production and Audio Post-Production products. This position will focus on interacting with a wide community of home users, studio producers, engineers, and musicians, helping them with answers to technical and pre-sales questions.

Requirements:

Highly developed sense of integrity and commitment to customer satisfaction.

Demonstrated passion for excellence with respect to treating and caring for customers.

Ability to communicate clearly and professionally, both verbally and in writing.

Able to handle difficult customer interactions with a calm and professional demeanor.

Has a pleasant, patient and friendly attitude.

Strong decision making and analytical abilities

Strong detail orientation and communication/listening skills.

Willingness to work a flexible schedule and occasional overtime when needed.

Possess a strong work ethic and team player mentality.

Key Responsibilities:

Troubleshooting and resolving customer technical difficulties via email, chat and (telephone).

Researching and writing new articles for our online knowledge base.

Balancing multiple projects within given deadlines.

Reproducing and tracking customer-reported bugs.

Working with our quality assurance team and other companies to investigate issues that affect our customers.

Communicating as a liaison between our customers and developers.

Assisting customers with the purchase and upgrade process.

Setting up and working the iZotope booth at trade shows (10% travel).

Competencies:

Excellent written and verbal communication skills.

Excellent analytical and troubleshooting skills.

Proficiency with audio software and audio production on Windows and Mac environments.

Practical experience and theoretical knowledge of audio processing in recording, production, sound design, post production, or live sound reinforcement.

Experience with technical benchmarking and test automation a plus.

In depth knowledge of Apple OS X and Microsoft Windows Operations Systems along with iOS and Andriod.

Education & Experience:

Graduate of a music production program, related field, or equivalent experience.

1-year experience working in a front facing customer environment.

Familiarity with creative music/ sound design and performance.

Studio experience as a producer or engineer.

This opportunity is a full-time position located based in our Cambridge, MA office location.

About iZotope

iZotope makes Emmy-winning audio products and technologies that are used around the world. We have a wide range of customers, from the millions of consumers who enjoy our audio enhancement to GRAMMY-winning producers using our pro products. We are a rapidly growing team of highly motivated people who are constantly looking to innovate and improve the way we create and listen to audio.

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