JOB OPENING - CYCLING ‘74 Customer and Product Support


    May 03 2021 | 9:12 pm
    Cycling ’74 is looking for a motivated and organized individual for our Customer and Product Support position. This is a full time, US-based remote employment position - you will work from home, with modest travel requirements (when safety concerns allow). It is also a Max-focused position, so knowledge of Max is an important aspect of a successful applicant’s background.
    To apply, please send a brief statement about what would make you a good fit and why you would like to work for a creative company, as well as anything else you’d like us to know. That statement, along with your resume, can be sent to jobs@cycling74.com. The subject line should read: “New applicant for Full Time Product Support.” We enthusiastically welcome applicants with experience in a range of fields and would love to hear about it in your statement. If you’re not familiar with Cycling ‘74, please visit https://cycling74.com/company
    Job Description: Customer and Product Support
    With a role in Cycling ‘74’s customer care department, you will have the opportunity to work directly with our customers. Working closely with the Technical Support Manager and the Material Team, you will be responsible for providing guidance to current and prospective customers, from purchase and installation, and throughout the continued use of the software. This position is also responsible for providing general assistance within the Material Team, which may include product testing, product documentation, marketing material production, and event participation.
    Basic Functions:
    • Work with prospective and current customers to provide information about Cycling ‘74 products that will enable the client to place an order
    • Support for institutional software authorization and installation
    • Support for individuals experiencing software authorization problems or requiring special authorization treatment
    • Assist customers with technical needs via telephone, email, and the website forum
    • Maintain customer records in the CRM system
    • Resolve customer complaints by investigating problems and developing solutions
    • Make recommendations for improvements in systems and/or policies
    Additional Duties and Responsibilities:
    • Collaborate in the testing of pre-release software as part of ‘binge’ testing
    • Assist in developing and reviewing marketing and educational material
    • Participate in Material Team and other company meetings
    • Participate in company-wide initiatives which may include duties outside of your Department (including attendance at specific events)

    Job Requirements

    Knowledge, Skills, and/or Abilities Required:
    • Strict adherence to keeping current records
    • Ability to multi-task and adapt to changes quickly
    • High level of accuracy and attention to detail
    • Strong oral and written communication skills
    • Advanced understanding of software operation, networked computer use and media software functions
    • Strong interpersonal skills such as communication, active listening and customer-care
    • Diagnostic skills regarding technical issues
    • Understanding of support tools, techniques, and how technology is used to provide services
    • Self motivated and eager to learn when faced with challenges
    Educational/Vocational/Previous Experience Recommendations:
    • High school diploma/GED required
    • 4-year degree in an art, music or media-related field preferred
    • High level of proficiency with Cycling 74’s products and Ableton Live/Max for Live
    • Technical support experience preferred, but not required
    Benefits:
    • Competitive salary based on experience and qualifications
    • Flexible ‘work-at-home’ policy facilitated by advanced communication tools
    • Health, dental, and generous paid time off policies
    • 401(k) plan with company match
    • Full on-the-job training and support
    • Interesting working environment and supportive culture
    Cycling ’74 is a fully distributed workplace and each employee is required to work from home. We are actively working on creating non-hierarchical structures in place of traditional management.
    Diverse teams are strong teams. Cycling ’74 is an equal opportunity employer. All applicants will be considered for employment without discrimination due to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.
    We acknowledge that there is a significant under-representation of women, BIPOC, and LGBT+ in the music technology industry. We actively encourage applicants from all backgrounds in order to address this imbalance in moving towards an inclusive industry while simultaneously fostering a safe and non-violent work environment for all employees.