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Customer Care Specialist I
Universal Audio. Provide pre- and post-sale customer care support for Universal Audio’s connected digital interfaces, guitar products, analog equipment, and online store .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced knowledge of customer service principles and practices, with expertise in configuring and troubleshooting Windows and Mac-based computers. Proficient in using UAD-2/Apollo hardware products and UA software, including UA Console and LUNA recording software, while effectively communicating with customers and resolving inquiries.
Highest-signal resume keywords
Customer Service PrinciplesUAD-2/Apollo Hardware ExperienceUA Software ProficiencyWindows and Mac TroubleshootingDAW Applications Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows TroubleshootingMac TroubleshootingDAW ApplicationsUAD-2/Apollo HardwareUA Console SoftwareLUNA Recording SoftwareSignal Routing PrinciplesMusic Production KnowledgeGuitar Rig ConfigurationAttention to Detail
Soft Skills
Communication SkillsProblem AnalysisProblem-SolvingCustomer InteractionData Collection
Certifications & Qualifications
High School DiplomaGeneral Education Degree
Industry Keywords
Customer Care SupportAnalog EquipmentDigital InterfacesRecording TechniquesSound DesignPedal Board SetupEffects ConfigurationService RequestsReturn Material AuthorizationsWarranty Standards
Tech Stack
Tools & technologiesApollo
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Profit sharing
- Medical insurance
- Dental insurance
- Vision insurance
- 401K Safe Harbor Contribution
- Stock Options
- Flexible time-off (PTO/Sick Leave/Company Holiday Time-off)