Customer Facing IT Specialist (offline)

Custom-built editing consoles designed to maximize the creative potential and enhance the editing process from start to finish by providing the most intuitive approach to the most complex industry leading creative software.

With the rising demands of creative editing professionals, Loupedeck is committed to supporting their needs by expanding software compatibility and developing new hardware that makes editing faster, more ergonomic and more creative.

It’s an exciting time to join Loupedeck, as we are rapidly growing and accelerating our momentum. To help us grow we are seeking a tech-savvy and open minded - Customer Facing IT Specialist. Our Customer Support team plays a crucial role within the customers’ journey, ensuring the highest value for our customers and supporting Loupedeck’s growth with them. In this role you’ll have both external and internal customers.

Responsibilities:

• Providing IT support to our external customers and internal customer teams
• Respond to queries in a timely and accurate manner via our help desk software and social media channels
• Investigate, troubleshoot, and diagnose technical issues and provide the appropriate corrective solutions
• Develop strategies for translating technical details/instructions to each customer’s level to ensure a solution
• Collecting and summarizing feedback from customers to give to product and marketing teams, to improve the customer experience and product development
• Report and communicate product malfunctions and technical issues to relevant teams
• Maintain internal records with up-to-date information regarding technical issues and useful discussions with customers
• Proactively propose improvements and optimize the customer service process!

Requirements:
• 4+ years of experience in IT support
• Familiar with Windows and Mac environments, IP networking, VPN and company internal networks
• Strong communicator - you have exceptional verbal and written communication skills
• Ability to work collaboratively with multifunctional teams and enjoy learning and sharing new insights, while aiding in development of Loupedeck products
• Problem solver - you are the type of person who enjoys the challenge of solving issues in a creative way
• Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers alike
• Ability to organize and prioritize workload while maintaining frequent communication to manage customer expectations appropriately
• Knowledge of social media tools and technologies such as ZenDesk and Facebook Messenger
• Patience when handling tough cases or situations
• Certain working hours flexibility depending on a case
• Familiarity within the Adobe Creative Cloud environment is a plus
• Fluency in English is a must. Additional languages are a plus


About you:

• Efficient and reliable
• Enjoy learning and teaching
• You are patient, thoughtful, encouraging, and calm!
• You have a great sense of humor and easy to work with!


What we offer?
- Competitive salary
- Paid sick and vacations days
- Sport/lunch/commute expenses
- Accountant supporting
- Interesting job within new product categories
- A key position in helping grow an ambitious company
- Possibility to grow with the company
- Truly international team in a fast-growing company!
- Independent and autonomous role, flat hierarchy and professional freedom so you can focus on what matters
- Nice office and local colleagues in Kyiv!


Deadline: Open until filled

About Loupedeck

About us

Loupedeck’s team is a small collective of experienced professionals committed to enhancing and innovating the field of photo, video, music and design editing experience. The team possesses considerable expertise in product development, marketing and international sales. Team consists of 40+ employees and 9 different nationalities.
Based in Helsinki, Finland, Loupedeck launched in 2016 with a highly successful Indiegogo crowdfunding campaign, exceeding the original target by 488%.

Company website:
https://loupedeck.com/