Customer Care Agent

The Customer Care mission:

To reinforce the iZotope brand by providing a best-in-class support experience, to educate our customers through our interactions and content creation, and to advocate for improvements within the company using customer data and insights.


The role:

Under the direction of the Customer Care Team Lead your responsibilities will include helping customers with setup and configuration of wireless streaming devices on small office/home office networks. Spire team members will also be required to assist their fellow team members by providing basic support for our iZotope Music & Post-Production line of software suites.


What you will be doing:

  • Troubleshooting and resolving product and technical issues via multiple support channels including email, chat, social media, and telephone
  • Escalating customer-reported bugs and communicating as a liaison between our customers and the development team
  • Coordinating with other functions to prepare for product launches, campaigns, and new business requirements
  • Researching and writing new articles for our online knowledge bases
  • Setting up and working the iZotope and Spire booths at trade shows (less than 5% travel)


Requirements of this role:

  • Extensive Practical experience and theoretical knowledge of Wi-Fi, networking, mobile OS and multi-platform desktop support
  • Familiarity with audio processing in recording, production, sound design, post production a plus
  • Graduate of a network engineering or related program
  • Minimum 2 years experience working in a technical support environment
  • Excellent written and verbal communication skills
  • Ability to handle difficult customer situations with empathy and professionalism
  • Ability to manage multiple projects simultaneously within deadlines
  • Flexibility with schedule and occasional overtime when needed


To be successful as a Customer Care Team Member at iZotope:

Members of the Customer Care team at iZotope come from a diverse array of backgrounds and areas of expertise that combine to create a unique and highly effective team. The following qualities are what all successful team members have in common.

  • Positive attitude
  • Strong work ethic
  • Team mentality
  • Unfailing integrity
  • Intensely curious about technology
  • Passionate about helping others
  • Relentless problem solvers
  • Careful attention to detail

 

This position is full-time and located in our Cambridge, MA office. Candidates must be authorized to work in the United States.

To apply: https://hire.withgoogle.com/public/jobs/izotopecom/view/P_AAAAAAEAAHbNJCIcnhETQ2


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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