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 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 Apply tot his job Apply To this Job