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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