Customer Support Representative

Department:  Marketing / Customer Support

Location: Scotts Valley, CA OR Remote

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

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

Education / Experience:

• 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

Compensation:  California Hourly Rate of Pay is $18.50 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), etc.

UA Mission:  We exist to thrill and inspire music makers everywhere with timeless sound and impeccable craftsmanship, freeing the songs inside and allowing you to sound like the records you love. 

UA Vision:  In the future, music makers around the world will trust Universal Audio as a friend and creative partner, inspiring them to craft amazing records as naturally as playing their first instrument or singing their favorite song. The best home, project, and professional studios will feature most of the UA equipment from floor to ceiling — ranging from audio interfaces and guitar gear to microphones and software — all of it working together to deliver unrivaled sonics and operational symphony. Our customers will eagerly await each new UA product like a hit record or blockbuster movie, trusting that it may spark them to create the best music of their lives. In doing so, UA will become revered worldwide as the way that music is made.

Universal Audio is an equal employment opportunity employer. Our policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. UA also prohibits harassment of applicants or employees based on these protected categories.