Customer Support Agent (eCom and Technical) at Freedman Electronics Pty Ltd – Pemulwuy, New South Wales

At RØDE we are passionate about audio.

Would you like to work for one of the fastest-growing, most innovative manufacturer-exporters in audio technology in the world today?

Part of The Freedman Group, RØDE is a leading manufacturer of high-quality microphones and audio equipment, which can be found in studios, venues, on-location, and in the hands of creatives in every corner of the world. Our products are designed and primarily manufactured by our industry-leading team in Sydney, Australia and are exported to over 119 countries globally through more than 6000 dealers, including Amazon, Best Buy, Sweetwater, Guitar Center, Thomann and JB Hi-Fi.

RØDE is on the hunt for Customer Support Agents based in Western Sydney, joining our existing team, working alongside our UK and US-based service centres. The successful candidate will become an integral part of a newly created team covering daytime hours in the Australian time zone, as RØDE look to offer round-the-clock human support. We are considering full-time team members. These positions may include weekend rosters.

Our employees are passionate, hard working, talented and are pivotal to our success; we’ll train you to become an expert in RØDE product support, and give the opportunity to be the ‘voice of the customer’ that contributes to the design of future RØDE products.

About you:

· Proven experience in customer service / customer facing role and top-notch communication skills

· Previous experience in a customer support environment supporting customers over email, tickets, live chat and calls. Ideally > 2 years experience

· ZenDesk experience is highly regarded

· Strong aptitude for self-learning, problem-solving and showing initiative

· A solid understanding of audio and microphone technology (Studio, Camera, Mobile and Broadcast)

· A basic understanding or experience in electronics is desirable, along with knowledge of Podcasting or Streaming as well as Audio / Visual Post-Production / Recording

· Helpful disposition, calm under pressure and a team player.

Your availability:

The nature of the role requires support coverage overlap between our teams in UK and the US. Therefore, it’s essential that agents are open to flexible shift patterns in order to potentially cover between 7am-6pm Sydney Time) inclusive of weekend availability. We’d love to know your availability in your application.

Your Duties:

· Provide frontline service and support to customers of Freedman Electronics group products, including RØDE Microphones, Event Electronics, Aphex, and SoundField, supporting customers over email (ZenDesk), Live Chat and telephone

· Service administration, order support / status / invoicing and processing product returns through eCommerce platforms

Please take some time to write a brief and succinct cover letter outlining why you would be a great fit with our team. We look forward to hearing from you!