Customer Care Specialist I
New
U
Universal AudioAudio equipment
Remote (Domestic USA)Full-TimeEntry
SalaryUS Hourly Rate of Pay is $20.10 - $23.27 per hour
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Job Details
- Languages
- English, verbal and written.
- Required Skills
- Customer service
Requirements
- Have a high school diploma, general education degree, or equivalent work experience.
- Have advanced knowledge of customer service principles and practices.
- Have advanced knowledge of configuring and troubleshooting Windows and Mac computers.
- Have experience with UAD-2/Apollo hardware products.
- Have experience with UA Console and LUNA recording software.
- Know relevant DAW applications used with Universal Audio products, such as Cubase, Pro Tools, Nuendo, Ableton Live, or Logic Pro.
- Know recording studio hardware and software signal routing principles and modern recording techniques.
- Know music production, sound design, and basic principles of sound.
- Know guitar rig configuration, signal routing, pedal board setup, and effects.
- Have verbal and written English communication skills.
- Be able to lift 20 pounds and sit for extended periods.
- Be available to work overtime and weekends when required.
- Have access to high-speed internet and an appropriate workspace in the residence, when applicable.
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 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.
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