Customer Care Specialist I

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver pre- and post-sale customer support for Universal Audio’s connected digital interfaces, guitar products, analog equipment, and online store.

• Assist Universal Audio customers by addressing incoming inquiries.

• Offer product installation assistance and troubleshoot issues on Windows and Mac computers.

• Configure and resolve issues with computer systems and DAWs for clients.

• Create written and video knowledge-base entries.

• Interact with customers via telephone, chat, online requests, and service requests.

• Address inquiries, complaints, and service requests within departmental performance metrics.

• Effectively resolve customer complaints or escalate them as necessary.

• Gather and assess relevant information to manage inquiries and complaints.

• Process orders for replacement parts.

• Provide information regarding presales products and services.

• Investigate online purchases and assist in resolving account issues.

• Collaborate with internal departments.

• Issue Return Material Authorizations in accordance with warranty standards, internal policies, or authorized sales returns.

• Manage RMA and service requirements through the distribution channel.

⛳️ Requirements

• Strong communication skills in English, both verbal and written; proficiency in region-specific languages as needed for the role.

• Ability to analyze problems and develop effective solutions.

• High attention to detail and accuracy.

• Capability to translate support interactions and collect data to categorize them effectively.

• Experience with UAD-2/Apollo hardware products.

• Familiarity with UA Software: UA Console and LUNA recording software.

• Physical ability to lift 20 pounds.

• Must be capable of sitting for extended durations.

• Willingness to work overtime and weekends when necessary.

• Access to a high-speed internet connection to facilitate remote work.

• A suitable workspace in your home, if applicable.

• Reliable transportation, if necessary.

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

• In-depth understanding of customer service principles and practices.

• Advanced skills in configuring and troubleshooting Windows and Mac-based systems.

• Knowledge of relevant DAW applications such as Cubase, Pro Tools, Nuendo, Ableton Live, and Logic Pro.

• Understanding of recording studio hardware/software signal routing principles and contemporary recording techniques.

• Familiarity with music production, sound design, and fundamental sound principles.

• Knowledge of guitar rig setups, signal routing, pedal board configurations, and effects.

🏝️ Benefits

• Profit sharing.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401K Safe Harbor Contribution.

• Stock Options.

• Flexible time-off (PTO/Sick Leave/Company Holiday Time-off).