Careers at Krotos

Customer Support Advisor at Krotos Ltd

Published: 26/06/2020

Location: Edinburgh, UK, Remote Working is supported

Immediate Start – £18,000 per year, 6-month contract with the potential for permanent contract after this period. This may initially be home working due to the Covid-19 restrictions.

Krotos designs and distributes audio software. Our mission is to change the way people design and perform sound.

The company wishes to employ a Customer Support Advisor to handle sales and technical support for a range of products. We are looking for an enthusiastic person with an interest in audio software, who is dedicated to providing excellent customer service in a fast-paced environment. This role deals with customer issues and reports regarding Krotos software. You will work closely with product owners, programmers, sales, marketing and quality assurance as a key part of our support team. The role involves rigorous attention to detail, clarity of communication, explanation of issues and policies, investigating and accurately logging issues reported by customers, knowledge of Krotos product offering and sales support.

Key objectives:

  • Ensure customer satisfaction and success with our products, empower end users to get the most out of their Krotos plugins
  • Identify opportunities to up-sell and cross-sell through customer service, passing pre-qualified leads to Sales Manager
  • Provide top quality technical support to customers with issues with their software
  • Represent Krotos core values to customers

Responsibilities: 

  •  Respond to customer enquiries over email, social media and conference calls
  • Respond to both technical and sales enquiries 
  • Provide prompt responses to a volume of email enquiries
  • Building relationships with Krotos’ customer base
  • Identify customers’ needs and demonstrate effective problem-solving techniques
  • Work with development team to track and identify issues in various software products
  • Assist in Quality Assurance (QA) for products and website as required
  • Maintain and develop on-going customer support procedures, in collaboration with Sales and Marketing and Web Development
  • Perform regular tests on Krotos products on various Digital Audio Workstations 
  • To work as part of a close-knit team and collaborate on challenging software projects
  • Update FAQs on a regular basis

 Required Skills

  • Patience, attention to detail, methodical thinking
  • Experience of dealing with the public or commercial clients
  • Excellent written and verbal communication skills
  • Appreciation of quality customer service
  • Strong problem-solving skills
  • Experience of audio workflows on both Windows and OS X
  • Interest in audio tools, plugins and knowledge of audio industry trends
  • Experience with a variety of cross-platform, industry-standard pro-audio tools (e.g. Pro Tools, Logic, Ableton Live etc) and VST/AU/AAX plugins in general

Desired Skills

  •  Knowledge of software testing practices
  • Interest in digital signal processing and game audio
  • Experience with Unity, Unreal or game engines or audio middleware e.g. Wwise
  • Willingness to bring forward creative ideas and contribute towards the company vision

Please take the time to examine and use our existing products at www.krotosaudio.com before applying

Please submit a CV and details:

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