Customer Care Specialist I

🔥 2 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $20 - $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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

• 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)