Junior Customer Care Agent

2 months ago

Boston, United States Native Instruments Full time

The Native Instruments Customer Care team is dedicated to creating a seamless experience for users, helping them find information, share feedback, and resolve issues efficiently. Our focus is on providing essential customer support - covering everything from installation troubleshooting and product usage guidance to product discovery and purchasing assistance. As a Customer Care Agent, you’ll support users across all Native Instruments brands, including iZotope, Brainworx, and Plugin Alliance.

Tasks

You’re a natural problem solver who thrives on tackling technical challenges and is committed to delivering outstanding customer service. In this role, you’ll act as an advocate for our diverse and growing customer base, ensuring they receive timely, effective support that contributes to an exceptional user experience.

What You’ll Do

  • Respond to user queries on:
  • Pre-sales & Product Discovery
  • Purchasing & Logistics
  • Installation & Activation
  • Account Management & Registration
  • Product Usage
  • Verify customer accounts and activate product serials
  • Manage licence transfer requests
  • Provide support for webshop, installation, and product usage issues
  • Contribute to a feedback loop, capturing and reporting customer insights to enhance the user experience
  • Act as a passionate advocate for NI’s customers, tracking and reporting on key issues
  • Help refine and improve our customer care processes, identifying gaps and areas for enhancement
Requirements

What You’ll Need

  • Familiarity with Native Instruments products and policies; specific knowledge of iZotope, Brainworx, and Plugin Alliance products is a plus
  • Strong verbal and written communication skills in English; additional languages are a plus
  • Ability to handle challenging customer interactions with empathy and professionalism
  • Capacity to follow established workflows and business practices with precision
  • Highly organised and detail-oriented approach to work
  • Experience with both PC and Mac platforms, including knowledge of macOS and Windows
  • Previous experience in Customer Service
  • Positive attitude & strong work ethic: Bringing energy and commitment to every interaction
  • Unfailing integrity: Acting with honesty and accountability
  • Passion for helping others: Dedicated to supporting and empowering our customers
  • Relentless problem solving: Approaching challenges with curiosity and determination
Benefits
  • Remote First: We offer a range of options that allow you to work in a way that suits your lifestyle, either at one of our workspaces, a hybrid arrangement, or fully remote.
  • Enjoy our amazing office in downtown Boston.
  • Workation: Work remotely anywhere in the world for up to 4 weeks per year
  • Flexible work model from one of our entity locations
  • Employee Assistance Program for your well-being
  • Free software downloads and reduced prices on hardware
  • Trust-based working hours
  • Holidays: Flexible PTO and 15 paid holidays per year
  • Health: Medical, Vision, Dental, Pet and Life insurance
  • Retirement: 401K with the Employer matching 50% of the employee contribution, capped at 6%

About Us

Native Instruments embraces diversity and a respect for all people. We are proud to be an equal opportunity employer and we believe the foundation of our dynamic and pioneering spirit starts with a fair and inclusive culture. At Native Instruments we value teamwork and passion, deliver inspiring experiences, continuously innovate and empower our communities, while also serving our planet.

All applicants will receive equal consideration for employment at Native Instruments and we encourage everyone to apply – regardless of gender identity, race, color, religion, sex, sexual orientation, national origin, genetics, disability, age, or any other characteristic protected by law.

Help us reach our goal in making the future of music diverse, inclusive and exciting We encourage you to submit your application without the requirement for a photograph, identifying factors or personal status information.

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