Technical Support Specialist

3 weeks ago


Cumberland, United States edgecomputingassociation.com Full time

Location Cumberland, Rhode Island ,

United States

This is not your typical call center; our products are front and center in every one of our calls; you never know when you might have to jump on a product to help walk a customer through a problem.

KEY RESPONSIBILITIES:

* Answer customer inquiries through a variety of channels, including phone, email, and web.

* Ensure an excellent customer experience to end-users and dealers, emphasizing building, restoring, and maintaining customer satisfaction.

* Resolve setup and technical difficulties when a product requires service, issue Return Authorizations following policies and procedures.

* Process warranty claims via phone and email for customers and dealers.

* Write Technical Support FAQ entries, knowledgebase entries.

* Maintain knowledge of all existing and new products, emphasizing setup, practical use, and troubleshooting.

SOME OF THE SOFTWARE TOOLS WE TALK ABOUT WITH OUR CUSTOMERS ARE:

* Avid Pro Tools

* Apple Logic Pro

* Ableton Live

* MOTU Digital Performer

* Steinberg Cubase or Nuendo

SOME OF THE HARDWARE TOOLS WE TALK ABOUT WITH OUR CUSTOMERS ARE:

* USB, Firewire, and PCI audio recording interfaces

* MIDI Keyboard Controllers

* Audio Mixing Boards or Recording Consoles

Requirements

* Customer service experince in any industry

* Strong phone contact handling skills and active listening

* Customer orientation and ability to adapt/respond to different types of characters

* Excellent communication and presentation skills

* Ability to multi-task, prioritize, and manage time effectively

Benefits

* Health Insurance including medical, dental, and vision

* Employer-sponsored HRA

* Flexible Spending Account and Dependent Spending Account

* 401K with employer match

* Paid Sick and Vacation

* Paid Holidays

* Company-sponsored events


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