Technical Support Specialist
3 weeks ago
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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