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    "requisitionDescription": "<div><div><p><link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"></p><div><p style='margin:0in;font-size:16px;font-family:\"Cambria\",serif;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'><strong>LOCATION: Remote or Scotts Valley, CA</strong></span></p><p style='margin:0in;font-size:16px;font-family:\"Cambria\",serif;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Cambria\",serif;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Universal Audio is looking for a talented Technical Support Representative to join our growing team. &nbsp;This person will provide pre and post-sale technical support for UA&rsquo;s product line of connected digital interfaces, guitar products, analog equipment and on-line store. &nbsp;The ideal candidate for this position will have extensive knowledge of guitar products, support and lore. This is done via online request, telephone support and via self-service tools.</span></p><p style='margin:0in;font-size:16px;font-family:\"Cambria\",serif;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Cambria\",serif;'><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Responsibilities</span></strong></p><ul style=\"list-style-type: disc;margin-left:0in;\"><li><span style='font-family:\"Calibri\",sans-serif;'>Assist all Universal Audio customers and incoming inquiries as required</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Provide UA product installation support and troubleshooting for Windows and MAC based computers</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Generate knowledge base entries, both written and in video tutorial formats</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Communicate directly with customers either by telephone, chat, on line requests, or service requests&nbsp;</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Respond to customer inquiries, complaints, and service requests within specified department metrics</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Obtain and evaluate all relevant information to handle inquiries and complaints</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Process replacement parts orders</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Provide customers with presales product and service information&nbsp;</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Provide support to customers to help resolve potential account issues, including research of on line purchases</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Communicate and coordinate with internal departments as required</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies or for approved sales returns</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Coordinate the handling of RMA, and service requirements through the distribution channel&nbsp;</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Cambria\",serif;'><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Requirements</span></strong></p><ul style=\"list-style-type: disc;margin-left:0in;\"><li><span style='font-family:\"Calibri\",sans-serif;'>Communication skills &ndash; English, verbal and written. In addition, region specific language as required by position.</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Problem analysis and problem-solving</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Attention to detail and accuracy</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Ability to translate support transactions and provide data collection to categorize interactions</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Adaptable, initiative, tolerant, empathetic, and with a positive approach to customer&rsquo;s needs</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Experience with use of UAD-2/Apollo hardware products. &nbsp;&nbsp;</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Experience with UA Software: UA Console and LUNA recording software.</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Ability to lift 20 pounds</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Must be able to sit for extended periods</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Available to work overtime and weekends when required.</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Have access to high speed internet connection to accommodate working remotely</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Have an appropriate workspace in your residence, when applicable</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Have reliable transportation, when applicable</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Cambria\",serif;'><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Education / Work Experience</span></strong></p><ul style=\"list-style-type: disc;margin-left:0in;\"><li><span style='font-family:\"Calibri\",sans-serif;'>High school diploma, general education degree or equivalent. &nbsp;Formal recording technology education desirable&nbsp;</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Advanced Knowledge of customer service principles and practices</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Advanced Knowledge of configuring and troubleshooting Windows and MAC based computers</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Knowledge of relevant computer applications &ldquo;DAW&rdquo; for use with Universal Audio products (i.e. Cubase, Pro Tools, Nuendo, Ableton Live, Logic Pro, etc.)</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Knowledge of recording studio hardware/software signal routing principles, and modern recording techniques</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Knowledge of music production, sound design, basic principles of sound</span></li><li><span style='font-family:\"Calibri\",sans-serif;'>Knowledge of guitar rig configuration, signal routing, pedal board set up, and effects&nbsp;</span></li></ul></div></div></div>\n",
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