Customer Care Specialist I

Universal Audio

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.

Posted 6/16/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $20 - $23 per hourWebsite

Tech Stack

Tools & technologies

Apollo

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Profit sharing
Medical/Dental/Vision
401K Safe Harbor Contribution
Stock Options
Flexible time-off (PTO/Sick Leave/Company Holiday Time-off)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingconfigurationdata collectionUAD-2 hardwareApollo hardwareUA ConsoleLUNA recording software

Soft Skills

communication skillsproblem analysisproblem-solvingattention to detailadaptabilityinitiativeempathycustomer service