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 currently looking for Customer Support Agents to join our team in North America. You will be the first line of software and hardware support for our large base of customers.

You will be working with a great team of people, dedicated to providing excellent customer support that Serato is known for.

Responsibilities will include (but not limited to):

• Responding to and helping all Serato customers
• Confidently and positively engage with our customers via various social media platforms
• Assisting other team members with support related issues
• Assisting other departments with support related issues
• Monitoring user satisfaction and reporting any findings to Team Lead and Support Operations Manager

There may be occasions where you are asked to represent Serato at community events and/ or offer remote/on-site assistance to the Artist Relations team, as and when required.

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
• Solid problem-solving skills
• The ability to work well in a team environment but also work well independently
• Intermediate to advanced computer and audio knowledge
• Serato product knowledge (DJ & Music Production)

Whilst the following skills/experience are not a requirement, they are advantageous:

• Some proven experience in a Helpdesk role
• Proficiency in speaking and writing Spanish

Successful applicants would have a natural drive to stay ahead of the curve (researching and practising using new equipment/technologies) as well as a focus on continuous improvement in the way we work to support our customers.

Applicants must be able meet all the following conditions, to be considered for the role/s:

• Legal Work Authorization: Applicants must be legally authorized to work in the United States. This can include being a U.S. citizen or a permanent resident (Green Card holder). We will not consider applications from candidates who require sponsorship or currently hold short term visas.

• Location: We are looking for applicants who are based in Los Angeles and New York. Applicants need to be already present in these locations, or (at their choice) be willing and able to legally relocate there for the job. We will preference local applicants on the principle of being able to hire and have candidates commence work immediately.

• Remote workers: Applicants must also be able to work remotely from their home, with a suitable WFH set up. Whilst we do have studios available in both locations, the spaces are not set up with the intent of being hybrid working hubs. So it is important that candidates can also fulfil requirements of being a remote worker and having a space where they can work, meeting the WFH checklist criteria. (WFH checklist criteria available upon request)

• Work Hours: Must be available to work * Monday to Friday * 8hours/day - start time from 930am-10am local time

Short listed candidates must be able to provide current contact details for 2 referees (previous employment)

We provide:

• Training for all our successful applicants
• 20 PTO/pa* (Capped at 240hours)
• A competitive salary (including medical insurance*)
• Serato will supply a laptop for work use
• Serato Licences for work purposes and for personal use

Applications must be made no later than September 4th 2023