- 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 systems and DAWs for customers.
- Create written and video knowledge base entries.
- Communicate with customers by telephone, chat, online requests, and service requests.
- Respond to inquiries, complaints, and service requests within department metrics; resolve or escalate complaints.
- Evaluate information to handle inquiries and complaints, and process replacement parts orders.
- Provide presales product and service information and help resolve account issues, including researching online purchases.
- Coordinate with internal departments and provide RMAs in accordance with warranty standards, internal policies, and approved sales returns.
- Coordinate RMA handling and service requirements through the distribution channel.
Customer service