Customer Support Representative
LOCATION: Remote or Scotts Valley, CA
Universal Audio is looking for a talented Technical Support Representative to join our growing team. This person will provide pre and post-sale technical support for UA's product line of connected digital interfaces, guitar products, analog equipment and on-line store. The ideal candidate for this position will have extensive knowledge of guitar products, support and lore. This is done via online request, telephone support and via self-service tools.
Responsibilities
Assist all Universal Audio customers and incoming inquiries as required
Provide UA product installation support and troubleshooting for Windows and MAC based computers
Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers
Generate knowledge base entries, both written and in video tutorial formats
Communicate directly with customers either by telephone, chat, on line requests, or service requests
Respond to customer inquiries, complaints, and service requests within specified department metrics
Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores
Obtain and evaluate all relevant information to handle inquiries and complaints
Process replacement parts orders
Provide customers with presales product and service information
Provide support to customers to help resolve potential account issues, including research of on line purchases
Communicate and coordinate with internal departments as required
Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies or for approved sales returns
Coordinate the handling of RMA, and service requirements through the distribution channel
Requirements
Communication skills - English, verbal and written. In addition, region specific language as required by position.
Problem analysis and problem-solving
Attention to detail and accuracy
Ability to translate support transactions and provide data collection to categorize interactions
Adaptable, initiative, tolerant, empathetic, and with a positive approach to customer's needs
Experience with use of UAD-2/Apollo hardware products.
Experience with UA Software: UA Console and LUNA recording software.
Ability to lift 20 pounds
Must be able to sit for extended periods
Available to work overtime and weekends when required.
Have access to high speed internet connection to accommodate working remotely
Have an appropriate workspace in your residence, when applicable
Have reliable transportation, when applicable
Education / Work Experience
High school diploma, general education degree or equivalent. Formal recording technology education desirable
Advanced Knowledge of customer service principles and practices
Advanced Knowledge of configuring and troubleshooting Windows and MAC based computers
Knowledge of relevant computer applications "DAW" for use with Universal Audio products (i.e. Cubase, Pro Tools, Nuendo, Ableton Live, Logic Pro, etc.)
Knowledge of recording studio hardware/software signal routing principles, and modern recording techniques
Knowledge of music production, sound design, basic principles of sound
Knowledge of guitar rig configuration, signal routing, pedal board set up, and effects
Apply Job!