CUSTOMER SUPPORT REPRESENTATIVE

Position Description: Eventide is seeking a Customer Support Representative (CSR) for our line of audio hardware and software products. As CSR youll be the first responder to a variety of customer technical and purchasing issues. Youll become an Eventide product expert as you help customers solve problems and better engage with their Eventide Audio products. Youll also work directly with the engineering team to solve harder customer issues.

Day to day tasks and responsibilities include:
Responding to customer support emails coming in via Jira helpdesk, from the simple to the challenging.
Monitoring Eventide Forums, external Forums and Facebook User Groups to direct relevant issues to support@eventideaudio.com.
Upkeep of Support Knowledge Base
Identify high-priority issues and broader patterns of failure and alert engineers as necessary.
Reaching out to engineers on chat, calls, email to alert them of high priority issues and suspected larger patterns of failure.
Facilitate return and repair processes by acting as a liaison between customers and our operations and repairs team.

Candidate Required Skills/Qualifications
Experience with professional audio or musical instrument gear and a knowledge of musical concepts.
Excellent written and oral communication skills coupled with an empathetic, patient and customer-centered approach.
Critical problem solving and trouble shooting skills.
Proven ability to break a large problem down into reproducible steps and offer tractable solutions for each step.

Candidate Preferred Skills
Experience with Jira Service Desk.
Previous technical product support experience.
Ability to work onsite in Little Ferry, NJ at least 3 days a week to start.

Actual pay is based on local market rates and candidate experience.
State wage thresholds apply.

Eventide Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard of disability or protected veteran status.