Technical Support Specialist - Music Industry
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 Recommended Skills Active Listening Adaptability Claim Processing Communication Customer Experience Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
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 Recommended Skills Active Listening Adaptability Claim Processing Communication Customer Experience Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
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