What are the responsibilities and job description for the Customer Support Representative position at Universal Audio, Inc?
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 via online request, telephone support and via self-service tools.
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
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
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