Customer Care Representative

Summary

Join Universal Audio's growing team as a Customer Care Representative, providing pre- and post-sales support for our diverse product line. You will assist customers via online requests, phone, and self-service tools, troubleshooting technical issues and providing product information. Ideal candidates possess extensive knowledge of guitar products and possess strong problem-solving and communication skills. This remote position requires proficiency with Windows and Mac systems, DAWs, and Universal Audio products. Competitive benefits are offered, including profit sharing, medical/dental/vision, 401k, and flexible time off.

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

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

Preferred Qualifications

Formal recording technology education desirable

Benefits

• Profit sharing
• Medical/Dental/Vision
• 401K Safe Harbor Contribution
• Stock Options
• Flexible time-off (PTO/Sick Leave/Company Holiday Time-off)