DESCRIPTION

Are you a music lover? Are you a DJ or a musician? Perhaps you record your music or play in a band. Currently, we are seeking customer service-oriented individuals to join our beta liaison team. The beta liaison team works with 10+ brands, including pro audio and consumer electronics products for both SW and HW betas.
This is not your typical beta support role; our products are front and centre in every one of our interactions; you never know when you might have to jump on a product to help walk a beta tester through a problem or raise the next big release showstopper.

REQUIREMENTS:

• 1+ years’ experience in customer-facing role; retail/hospitality/customer support.
• Awareness and knowledge of full lifecycle experience of software development, from inception, planning, development, test, deployment, and maintenance.
• Demonstrable problem-solving approach.
• Good skills in music technology, inclusive of DJ products, electronic and digital music production, live performance, and recording, etc.
• Experience of Microsoft Office suite or equivalent.

Nice to have:

• Some knowledge of Jira and Confluence (Atlassian software) or similar bug tracking and organisational software
• Some experience with Discourse or similar forum admin software
• Some knowledge of, or experience with project tracking tools such as Asana

• Answer beta testers inquiries through a variety of channels, including forum, email, and IM.
• Ensure an excellent beta tester experience, emphasising feedback, quality bug reports, sensible and useful feature requests, and maintaining beta tester engagement.
• Resolve any setup and technical difficulties for beta updates.
• Write Beta FAQ entries, knowledge base entries, technical help entries and release posts.
• Maintain knowledge of all existing and new products, emphasising setup, practical use, and troubleshooting.
• Work with Software QA and onwards Product and Project teams.