Creator Support Agent (Contract)

  • ROLI
  • Dalston, London, UK
  • May 13, 2019
Temporary Customer Service

Job Description

“It’s incredibly rewarding to work on the leading edge of music technology with a dynamic, talented and interesting team. At the end of the day we can say that we helped people and made a positive difference in their lives. “ - Dan Weingartner, Head of Creator Support

ROLI is looking for a Creator Support Agent (Contract) to provide exceptional technical support for our growing base of customers. This role is available as either a full-time or part-time 3 month contract position with potential for extension.

As a Creator Support Agent, you will play a key role in building upon our existing customer relationships, whilst also fostering new ones by providing helpful and engaging responses to more general enquiries.

Our global Support Team is a tight-knit group that work together in providing advice and solutions to help our creators get the most out of their ROLI products. Based in London with a satellite office in New York, each member of our team brings a unique talent that contributes to the overall strength of our work.

This is a unique opportunity for an enthusiastic, determined and attentive individual who is eager to grow in a dynamic start-up environment.

What you’ll do:

  • Provide a high standard of warm and friendly technical and sales support to our customer base
  • Engage and offer troubleshooting and assistance to existing and potential ROLI and FXpansion customers via email, live chat, user forums and phone
  • Answer varied support requests as evenly and quickly as possible
  • Answer general enquiries about ROLI and FXpansion products
  • Foster ROLI evangelists by providing a customer support experience that strives to both address problems and build relationships

What you’ll need:

  • A strong understanding of MIDI
  • Proficiency with Mac OS and Windows
  • A basic understanding of some popular digital audio workstations and plug-ins (eg. Ableton Live, Logic Pro X, Cubase)
  • A pleasant manner with the ability to communicate effectively and efficiently
  • Experience working with customers
  • The ability to communicate technical information in a way that is easy for non-technical people to understand
  • Excellent communication skills, both written and oral
  • Superb attention to detail and strong organisational skills
  • Experience working within a small team
  • An unflappable disposition, with the ability to remain patient and calm in all situations
  • Flexibility to work some Saturdays and some holidays (you do get the following Monday or bonus day off for working holidays!)
  • A passion for music and technology

Bonus Points:

  • Basic understanding of ROLI products and MPE
  • Fluency in additional languages
  • Familiarity with Google Mail, Docs, Sheets and Google Drive
  • Availability for an immediate start

Every member of the ROLI team benefits from:

  • The opportunity to work with the leading minds within technology, hardware, and music creation to directly impact the way we create and interact with music
  • A great working environment, featuring daily complimentary homemade vegetarian lunches as well as fresh baked bread, limitless home­made GOLDnola
  • A dedicated company-wide Hack Day every four weeks to expand your skill­s
  • Frequent friends and family events

Our permanent team members also get to enjoy:

  • A competitive health care cash plan
  • A company pension scheme
  • 23 days holiday with 2 additional social impact days and the standard 8 statutory holiday days
  • 20 hours per year dedicated to volunteering within the local community
  • ‘Lending Library’ of all ROLI products
  • Team member discounts on ROLI products
  • Wellness programme including fortnightly massages, weekly guided meditation and yoga
  • Apple laptop and relevant software licenses for your role and beyond
  • Generous Parental Leave policy
  • A generous bike-to-work scheme plus in-house bike storage

To learn more about us and our culture, check out: