Universal Audio

Customer Support

• 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

Customer Care Specialist I