Customer Care Specialist I
About The Position
Universal Audio is seeking a Customer Care Specialist I to provide pre- and post-sale support for its connected digital interfaces, guitar products, analog equipment, and online store. The specialist supports customers through online requests, telephone, chat, and self-service tools, drawing on knowledge of guitar products, support, and related lore. The role includes product installation and troubleshooting for Windows and Mac computers, digital audio workstations (DAWs), and UA products; customer account and purchase support; service and warranty coordination; and creating written and video knowledge-base materials.
Requirements
- Strong verbal and written English communication skills; a region-specific language may be required depending on the position.
- Problem analysis and problem-solving skills.
- Attention to detail and accuracy.
- Ability to translate support transactions and collect data to categorize interactions.
- Adaptability, initiative, tolerance, empathy, and a positive approach to customer needs.
- Experience with UAD-2/Apollo hardware products.
- Experience with UA Console and LUNA recording software.
- Ability to lift 20 pounds.
- Ability to sit for extended periods.
- Availability to work overtime and weekends when required.
- Access to a high-speed internet connection suitable for remote work.
- An appropriate workspace at home, when applicable.
- 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 computers.
- Knowledge of DAWs used with Universal Audio products, such as Cubase, Pro Tools, Nuendo, Ableton Live, and Logic Pro.
- Knowledge of recording-studio hardware and software signal-routing principles and modern recording techniques.
- Knowledge of music production, sound design, and basic principles of sound.
- Knowledge of guitar-rig configuration, signal routing, pedalboard setup, and effects.
Nice To Haves
- Formal education in recording technology is desirable.
Responsibilities
- Assist Universal Audio customers and respond to incoming inquiries.
- Provide product installation support and troubleshoot Windows and Mac computers.
- Configure and troubleshoot Windows and Mac computer systems and DAWs for customers.
- Create knowledge-base entries in written and video tutorial formats.
- Communicate with customers by telephone, chat, online requests, and service requests.
- Respond to customer inquiries, complaints, and service requests within department metrics.
- Resolve customer complaints or escalate them appropriately to support high customer satisfaction.
- Gather and evaluate relevant information to handle inquiries and complaints.
- Process replacement-parts orders.
- Provide presales product and service information.
- Help customers resolve account issues, including researching online purchases.
- Communicate and coordinate with internal departments as required.
- Issue Return Material Authorizations (RMAs) in accordance with warranty standards, internal policies, or approved sales returns.
- Coordinate RMA handling and service requirements through the distribution channel.
Benefits
- Profit sharing
- Medical, dental, and vision benefits
- 401(k) Safe Harbor contribution
- Stock options
- Flexible time off, including PTO, sick leave, and company holiday time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
