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 reputed company online request, telephone support and reputed company self-service tools. Responsibilities • Assist reputed company 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 reputed company 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 reputed company specified department metrics • Handle and resolve or appropriately escalate customer complaints to reputed company high customer satisfaction interaction scores • Obtain and evaluate reputed company 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 reputed company required. • Have access to high speed internet reputed company to accommodate working remotely • Have an appropriate workspace in your residence, reputed company applicable • Have reliable transportation, reputed company 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!