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