[Hiring] Customer Care Specialist I @Universal Audio

Role Description

Universal Audio is looking for a talented Customer Care Specialist I to join our growing team. This person will provide pre and post-sale customer care support for UA’s product line of connected digital interfaces, guitar products, analog equipment, and online store. The ideal candidate for this position will have extensive knowledge of guitar products, support, and lore.

• 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, online 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 online 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

Qualifications

• 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

Requirements

• High school diploma, general education degree or equivalent work experience. 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

Benefits

• US Hourly Rate of Pay is $20.10 - $23.27 per hour
• Base salary/hourly rate of pay will be based on the cost of labor for the city/state in which the new hire resides, at the time of hire
• UA offers competitive benefits:
• Profit sharing
• Medical/Dental/Vision
• 401K Safe Harbor Contribution
• Stock Options
• Flexible time-off (PTO/Sick Leave/Company Holiday Time-off)