About the Company
Dolby Laboratories is a global leader in immersive entertainment experiences. From the cinema to the living room, and now to your mobile device, Dolby innovations in audio and video technology transform the science of sight and sound into spectacular experiences. We are passionate about creating technologies that inspire and delight audiences worldwide. Join our team and help us shape the future of audio.
Job Description
We are seeking a highly motivated and empathetic Remote Audio Advocate with a strong customer experience focus to join our dynamic team. This is a 100% remote position where you will be instrumental in providing exceptional support and guidance to our users regarding Dolby’s cutting-edge audio products and technologies. You’ll be the voice of Dolby, helping customers troubleshoot issues, answer questions, and ensure their audio experience is nothing short of extraordinary. Your passion for sound and dedication to customer satisfaction will be key to your success in this role.
Key Responsibilities
- Provide expert-level technical support and troubleshooting for Dolby audio products and services via various channels (email, chat, phone).
- Educate customers on product features, best practices, and new technologies to maximize their audio experience.
- Gather and relay customer feedback, identifying trends and opportunities for product and service improvement to internal teams.
- Develop and maintain comprehensive knowledge of Dolby's product portfolio and related audio technologies.
- Proactively identify and resolve customer issues, striving for first-contact resolution whenever possible.
- Collaborate with engineering, product, and sales teams to ensure a seamless customer journey.
- Contribute to the creation of support documentation, FAQs, and knowledge base articles.
Required Skills
- Minimum of 2 years of experience in a customer support, technical support, or advocate role, with a focus on audio or technology products.
- Strong understanding of audio concepts, technologies, and consumer audio equipment (e.g., soundbars, home theater, headphones).
- Excellent verbal and written communication skills, with an ability to explain complex technical concepts clearly and concisely.
- Proven problem-solving abilities and a methodical approach to troubleshooting.
- Empathy and a genuine desire to help customers achieve the best possible experience.
- Proficiency with CRM software and remote support tools.
Preferred Qualifications
- Bachelor's degree in a related field (e.g., Audio Engineering, Communications, Computer Science).
- Experience with audio production software or digital audio workstations (DAWs).
- Prior experience working in a fully remote environment.
- Familiarity with Dolby technologies and products.
- Multilingual abilities are a plus.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) retirement plan with company match.
- Remote work stipend for home office setup and internet.
- Employee assistance program.
- Opportunities for professional development and career growth.
- Access to the latest Dolby technologies and products.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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