Customer Care Specialist I

🕒 4 days ago

🇺🇸 United States – Remote

💵 $20 - $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Universal Audio

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1958

🔧 Hardware

📱 Media

🎮 Gaming

Hardware • Media • Gaming

Universal Audio is a company specializing in audio production tools, including UAD plug-ins, audio interfaces, and recording products. It provides a range of professional microphones, analog hardware, and guitar gear. The company is known for enhancing recording experiences on various devices like Mac, PC, iPad, or iPhone, and offers legendary studio sound with its Volt interfaces and UAD Spark subscription service. Universal Audio is also renowned for its vintage tone pedals and professional audio equipment for singers, podcasters, engineers, and creatives.

📋 Description

• Provide pre- and post-sale customer care support for Universal Audio’s connected digital interfaces, guitar products, analog equipment, and online store • Assist Universal Audio customers and respond to incoming inquiries • Provide product installation support and troubleshoot Windows- and Mac-based computers • Configure and troubleshoot computer systems and DAWs for customers • Generate 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 appropriately escalate customer complaints • Obtain and evaluate relevant information to handle inquiries and complaints • Process replacement-parts orders • Provide presales product and service information • Research online purchases and help resolve account issues • Coordinate with internal departments • Provide Return Material Authorizations according to warranty standards, internal policies, or approved sales returns • Coordinate RMA and service requirements through the distribution channel

🎯 Requirements

• Communication skills – English, verbal and written; 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 • 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 • Access to high speed internet connection to accommodate working remotely • Appropriate workspace in your residence, when applicable • Reliable transportation, when applicable • High school diploma, general education degree or equivalent work experience • Advanced knowledge of customer service principles and practices • Advanced knowledge of configuring and troubleshooting Windows and MAC based computers • Knowledge of relevant DAW applications, including Cubase, Pro Tools, Nuendo, Ableton Live, and Logic Pro • Knowledge of recording studio hardware/software signal routing principles and modern recording techniques • Knowledge of music production, sound design, and basic principles of sound • Knowledge of guitar rig configuration, signal routing, pedal board setup, 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)