Customer Care Specialist I

Universal Audio; Oregon; Ibrido; USD 28.000 - 32.000; Tempo pieno

Vantaggi offerti da questo lavoro

Profit sharing

Medical/Dental/Vision

401K Safe Harbor

Stock options

Flexible time-off

Descrizione del lavoro

Universal Audio, Inc. is seeking a Customer Care Specialist I to join our growing team.

This role provides pre- and post-sale support for UA's products, including connected interfaces, guitar gear, analog equipment, and online store orders, via online requests, phone, chat, or self-service tools. You will assist customers, troubleshoot Windows and MAC systems and DAWs, create knowledge base content, and coordinate with internal teams to ensure swift resolutions and high satisfaction scores.

Competenze

• Communication skills in English, verbal and written.
• Problem analysis and problem-solving.
• Attention to detail and accuracy.
• Experience with UA hardware and software ecosystems.

Mansioni

• 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 via telephone, chat, online requests, or service requests.
• Respond to customer inquiries, complaints, and service requests within department metrics.
• Handle and resolve or escalate customer complaints to achieve high satisfaction scores.
• Obtain and evaluate information to handle inquiries and complaints.
• Process replacement parts orders.
• Provide presales product and service information.
• Provide support to resolve potential account issues, including research of online purchases.
• Coordinate with internal departments as required.
• Provide RMA in accordance with warranty standards and policies.
• Coordinate RMA handling and service requirements through distribution channels.

Conoscenze

Communication

Problem solving

Attention to detail

Empathy

Remote work readiness

Formazione

High school diploma or equivalent

Recording technology education desirable

Strumenti

UA Console

LUNA recording software

UAD-2/Apollo hardware

Descrizione del lavoro

Department : Customer CareLocation : RemoteUniversal Audio is looking for a talented Customer Care Specialist I to join our growing team. This person will provide pre and post-sale customer care 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, online requests, or service requests
• Respond to customer inquiries, complaints, and service requests within specified department metrics
• Handle and resolve or appropriately escalated 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 online 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

Qualifications

• 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 / Experience

• High school diploma, general education degree or equivalent work experience. 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

Compensation

US Hourly Rate of Pay is $20.10 - $23.27 per hourBase salary/hourly rate of pay will be based on the cost of labor for the city/state in which the new hire resides, at the time of hireUA offers competitive benefits: Profit sharing, Medical/Dental/Vision, 401K Safe Harbor Contribution, Stock Options, Flexible time-off (PTO/Sick Leave/Company Holiday Time-off), etc.

UA Mission

We exist to thrill and inspire music makers everywhere with timeless sound and impeccable craftsmanship, freeing the songs inside and allowing you to sound like the records you love.

UA Vision

In the future, music makers around the world will trust Universal Audio as a friend and creative partner, inspiring them to craft amazing records as naturally as playing their first instrument or singing their favorite song. The best home, project, and professional studios will feature most of the UA equipment from floor to ceiling — ranging from audio interfaces and guitar gear to microphones and software — all of it working together to deliver unrivaled sonics and operational symphony. Our customers will eagerly await each new UA product like a hit record or blockbuster movie, trusting that it may spark them to create the best music of their lives. In doing so, UA will become revered worldwide as the way that music is made.

Universal Audio is an equal employment opportunity employer. Our policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. UA also prohibits harassment of applicants or employees based on these protected categories.

Pursuant to California Consumer Privacy Act (CCPA), Universal Audio (the Company) is notifying you that by applying for a position, you are providing us the following categories of personal information that we may use to evaluate your candidacy for employment, communicate with you regarding your candidacy, and obtain and verify background checks and references: Personal Identifiers (e.g., name); Contact Information (e.g., mailing address, email , phone number, Employment History (e.g., current and former positions held, work experience, and any certifications or licenses), and Education History. By submitting an application, you acknowledge and confirm that you have read and understand this notice, and you authorize and consent to the Company's use of the personal information it collects, receives or maintains for the business purposes identified above.