Customer Care Specialist I
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Job Description
Customer Care Specialist supporting customers with UA's connected digital interfaces and guitar products. Responsibilities include troubleshooting and assisting with product installation and account issues.
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, online 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 online 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
Benefits:
- Profit sharing
- Medical/Dental/Vision
- 401K Safe Harbor Contribution
- Stock Options
- Flexible time-off (PTO/Sick Leave/Company Holiday Time-off)
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