Junior Customer Care Agent

hace 2 semanas

Madrid, España Native Instruments A tiempo completo

**About Us**:
For over 25 years, Native Instruments has been at the forefront of sonic innovation. Guided by our mission to inspire and enable creators to express themselves, we develop integrated audio hardware and software solutions for musicians, producers, engineers, and DJs of all genres and levels of experience.

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.

**About The Team**:
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.

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.

**Your Contribution**:

- 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 license 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
- 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 organized 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

**Our Benefits**:

- Flexible work model from one of our entity locations
- Trust-based working hours
- Free software downloads and reduced prices on hardware

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