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Customer Support Agent

2 months ago

Manukau, Auckland, New Zealand Serato Limited Full time
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. 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 the strong customer support that Serato is known for.

As such, you must be able to work a rotating shift schedule (including weekends) 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
  • Solid problemsolving skills
  • Focus on continuous improvement
  • Previous experience in a Helpdesk role though not a requirement would be an advantage
  • General computer and audio knowledge
  • Serato product knowledge (DJ & Music Production)
Responsibilities will include

  • 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
  • Confidently and positively engage with our customers via various social media platforms


In return for your skills and experience, we offer a role that will complement your lifestyle, the opportunity to learn new skills, and work with a close-knit team.


The successful applicant will receive full training in our internal processes, a competitive salary (including medical insurance), and modern working conditions within a great team environment.

To be considered for this opportunity, you must be an NZ Resident or Citizen.

Applications close 5pm Saturday 15th April 2023

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