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Technical Support Agent
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Los Angeles, CA Los Angeles, California |
About this job
TECHNICAL SUPPORT AGENT
Los Angeles. Full-time. As soon as possible.
Los Angeles. Full-time. As soon as possible.
inShare
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NI Inc.’s Technical Support Agents are part of the Customer Service team who are responsible for making it an effortless experience to find information, share feedback, and resolve problems. There is an emphasis on basic technical support like installation troubleshooting and usage questions.
The team and its individual agents take care of all technical issues regarding Native Instruments Komplete, Maschine and Traktor brands, both hardware and software.
We are looking for an Agent who is passionate about helping others, a natural problem solver and who is quick to dive into technical details to troubleshoot issues and find a resolution. You value the importance of excellent customer service, and are interested in acting as a passionate internal advocate for our diverse, growing customer base.
When people are receiving fast, and helpful responses that get their problems solved - you know you're doing a good job.
The team and its individual agents take care of all technical issues regarding Native Instruments Komplete, Maschine and Traktor brands, both hardware and software.
We are looking for an Agent who is passionate about helping others, a natural problem solver and who is quick to dive into technical details to troubleshoot issues and find a resolution. You value the importance of excellent customer service, and are interested in acting as a passionate internal advocate for our diverse, growing customer base.
When people are receiving fast, and helpful responses that get their problems solved - you know you're doing a good job.
WHAT YOU'LL DO
- Provide first level technical product support
- Checking installation Paths of Applications, Plug-Ins, Drivers, and Libraries for Mac and Windows Platforms
- Installation/Download Issues (Download errors, bad disks)
- Basic Product Operation Questions (Which DAWs are supported, Bit Versions, Midi/Audio setup, which engine version is needed, how to access the manual)
- Owning the feedback loop between Product and Customer
- Acting as a passionate internal advocate for the NI customer base, tracking and reporting bugs
- Growing and improving our customer service experience while always looking for gaps to fill and processes to improve
WHAT YOU'LL BRING
- A deep understanding and familiarity with Native Instruments products (bonus for Traktor knowledge specifically)
- Excellent verbal and written communication skills
- Excellent troubleshooting skills
- The ability to follow established workflows and business practices
- Highly organized and detail-oriented
- PC and Mac experience with in-depth knowledge of Mac OS X, Windows 7/8/10, 32 & 64 bit systems, Registry and Terminal, Audio Drivers, etc.
- Solid understanding of digital audio and MIDI
- Customer Service experience in call center environment preferred
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