• Job Description

  Req#: 403978

  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

• About the company

  Universal Audio was a designer and manufacturer of recording, mixing and audio signal processing hardware for the professional recording studio, live sound and broadcasting fields.

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