Remote Guitar & DAW Support Specialist

OpenKrill; United States; A distancia; USD 28.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Profit sharing

Medical/Dental/Vision

401K Safe Harbor

Stock Options

Flexible time-off

Descripción de la vacante

Universal Audio is seeking a remote Customer Care Specialist I to support customers of our guitar, audio interface, and related products. You will assist with pre- and post-sale inquiries, perform installation and troubleshooting on Windows and Mac, and create helpful knowledge-base content and tutorials.

The role emphasizes strong knowledge of guitar gear, online and phone support, and the ability to handle service requests while maintaining customer satisfaction.

Formación

• Excellent verbal and written English communication.

Responsabilidades

• Assist all Universal Audio customers and inquiries.
• Provide installation support and troubleshooting for Windows and Mac.
• Troubleshoot Windows/MAC computer systems and DAWs for customers.
• Create knowledge base entries and video tutorials.
• Communicate via telephone, chat, online requests, or service requests.
• Respond to inquiries and service requests within department metrics.
• Escalate issues to achieve high customer satisfaction.
• Gather and evaluate information to resolve inquiries and complaints.
• Process replacement parts orders and RMA handling.
• Provide presales product and service information.
• Coordinate with internal departments as required.

Conocimientos

Customer service

Technical support

Problem solving

Communication

Attention to detail

Time management

Empathy

Educación

High school diploma or equivalent

Recording technology knowledge desirable

Experience with DAWs (e.g., Pro Tools, Logic Pro)

Herramientas

UA Console

LUNA recording software

DAW software knowledge

UAD-2/Apollo hardware

Descripción del empleo

Universal Audio is seeking a remote Customer Care Specialist I to support customers of our guitar, audio interface, and related products. You will assist with pre- and post-sale inquiries, perform installation and troubleshooting on Windows and Mac, and create helpful knowledge-base content and tutorials.

The role emphasizes strong knowledge of guitar gear, online and phone support, and the ability to handle service requests while maintaining customer satisfaction.