Remote Guitar & Music Tech Support Specialist

Universal Audio, Inc.; Oregon; Hybride; USD 28 000 - 32 000; Plein temps

Avantages offerts par ce poste

Profit sharing

Medical/Dental/Vision

401K Safe Harbor

Stock options

Flexible time-off

Résumé du poste

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.

Qualifications

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

Responsabilités

• 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.

Connaissances

Communication

Problem solving

Attention to detail

Empathy

Remote work readiness

Formation

High school diploma or equivalent

Recording technology education desirable

Outils

UA Console

LUNA recording software

UAD-2/Apollo hardware

Description du poste

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.