Customer Support Agent

Serato is one of the world leaders in audio software for professional DJs, producers and musicians. World renowned artists such as Fatboy Slim, A-Trak, Snoop Dogg, and DJ Snake love our products and use them on a regular basis.

We are based in central Auckland and are currently looking for a Customer Support Agent to join our team. A Customer Support Agent role within Serato involves providing support and expertise, so that using Serato products is as stress-free as possible.

You will be working with a small team of people dedicated to providing the strong customer support that Serato is known for, and as such, must be able to work a rotating shift schedule to best assist our customers.

To be successful in this role, you should have

  • The ability to respond to, and help customers in an attentive and polite fashion
  • An appropriate, concise and personable writing style
  • The skills to deliver accurate and clear information in documentation and customer support
  • A drive to stay ahead of the curve; researching and practicing using new equipment/technologies

Responsibilities will include

  • Assisting other team members with support related issues
  • Assisting other departments with support related issues
  • Maintaining a positive outlook
  • Remaining composed under duress
  • Monitoring user satisfaction and reporting any findings to Team Lead and Support Operations Manager
  • Monitoring and filtering customer opinions, feedback, and information relevant to Support or other teams
  • Confidently and positively engaging with our customers via various social media platforms

Experience & knowledge should consist of a mix of

  • Customer support experience
  • General computer and audio knowledge
  • Serato product knowledge (DJ & Music Production)

Like the sound of this?

To apply, please email your CV and cover letter to employment@serato.com.

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