Customer/Technical Support, full-time position
Gothenburg, Sweden
About Elektron
Full-time position on-site in Gothenburg. Starting anytime soon/when available.
Elektron builds state-of-the-art music machines with deep functionality and exceptional sonic capabilities. With a track record of iconic products such as Machinedrum, Octatrack, and Digitakt, Elektron has become uniquely positioned in its ability to execute uncompromising ideas.
Elektron highly values creativity and gives room, due to small teams and a flat hierarchy, for every idea to be heard. Joining the Elektron team means being trusted in your abilities.
We are now expanding that team to increase the quality of our support and availability for after-sales-related queries.
About the role
We are looking for an individual deeply passionate about music and sound, who possesses expertise in electronic music equipment and is well-versed in the Elektron workflow. This role involves assisting customers reaching out to us via our support portal, requiring not only technical knowledge but also strong interpersonal skills to effectively communicate and solve problems as part of a collaborative team. This role is full-time with five working days / 40 hours per week. Most of the work time will be located on-site, but there’s flexibility to perform tasks remotely as well. Our support model relies exclusively on written communication, without phone or video interactions.
Main responsibilities
- Manage incoming support tickets from end-users, addressing a variety of inquiries, including both warranty and non-warranty matters. Provide expert guidance on technical issues and instrument functionality, process orders, coordinate shipping and logistics, registration and account support, etc.
- Manage and respond to incoming support tickets from business partners and retailers, offering comprehensive solutions that encompass both technical troubleshooting and logistical support
- Coordinate and oversee repair queries from initiation to completion in collaboration with repair technicians, ensuring a streamlined and effective repair process
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Facilitate effective reporting of feedback to drive continuous improvement in products and services
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Stay up-to-date with product knowledge, industry trends, and community discussions on forums and social media
Required skills
- Proficiency in both spoken and written English
- Deep knowledge of Elektron products and extensive experience with electronic music instruments
- Familiarity with DAW-related workflows and music production, showcasing a deep understanding of tools and practices commonly used in both professional and home studio settings
- Excellent written communication and interpersonal skills, with a strong emphasis on empathy, respect, and the ability to discern and appropriately address user needs and foster positive relationships
- A solution-oriented approach, characterized by a proactive attitude towards problem-solving
Valued skills
- Demonstrated experience in navigating various IT systems, showcasing adaptability and comfort in handling various platforms commonly utilized in business operations
- Proficient in troubleshooting technical issues on both macOS and Windows platforms
- Strong multitasking abilities and attention to detail
- Basic familiarity with software development processes and coding principles, advantageous for troubleshooting and collaborating effectively with development teams
What we offer
- A workplace with great team spirit, a warm atmosphere, and passion for music
- Benefits under a collective bargaining agreement
- Opportunities to contribute across departments, immersing yourself in our vibrant company culture
- Regular social events
- Competitive salary
- Nice view of the harbor from our office & god fika
Elektron welcomes applications from all sections of society. We are committed to equal employment opportunity regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity or any other basis as protected by applicable law.