Technical Support Representative

Summary

Join Fender Musical Instruments Corporation's PreSonus team as a Technical Support Representative! Work remotely, assisting customers worldwide with digital audio products. Troubleshoot computer hardware and software issues, providing excellent customer service via email, phone, and remote access. Stay current on audio recording technology and contribute to online knowledge base articles. This role requires experience with Windows and macOS troubleshooting, networking knowledge, and relevant certifications. Fender offers a competitive benefits package.

Requirements

• 2 or more years of experience with hands-on desktop support troubleshooting Windows operating systems (Windows 7-11), macOS (10-15), as well as mobile devices (Android and iOS)
• Knowledge of MIDI Specification, Keyboard MIDI Technology, Audio Mixing, Routing and Recording, DAW Systems, Sequencers, Plug­-Ins and Guitar Processor Effects
• Ability to troubleshoot USB, Thunderbolt, and Ethernet connections
• Excellent verbal, and technical writing skills
• Basic networking knowledge
• A+, MCSE/MCP Certification(s) or equivalent experience
• Apple Certified Service Technician or equivalent experience

Responsibilities

• Provide excellent customer service while assisting customers with technical support issues via a ticketing system
• Be an active participant in our collaborative and sharing team environment which is structured to maximize service to the customer
• Stay current on practice of audio recording and technology
• Assist with creation and maintenance of online FAQ and Knowledge Base articles
• Provide Technical Support via email, remote access or phone as necessary
• Troubleshooting Windows and macOS operating systems
• Troubleshooting computer hardware
• Provide Tech Support for USB, Thunderbolt, and Firewire connections
• Troubleshoot web browser and account-related issues
• Identifying bugs when presented by customers and then logging details of the concern with our QA department

Benefits

• Medical
• Dental
• 401(k)
• Paid time off
• An equipment purchase program