Remote opportunity at
Universal AudioCustomer Care Specialist I
Universal Audio seeks a Customer Care Specialist I to deliver pre-sale and post-sale assistance for its portfolio of analog gear, connected digital interfaces, guitar equipment, and…
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About This Role
Universal Audio seeks a Customer Care Specialist I to deliver pre-sale and post-sale assistance for its portfolio of analog gear, connected digital interfaces, guitar equipment, and online store. Operating on a remote basis, the person in the role will interact with clients via telephone calls, online tickets, live chat, and service requests. Universal Audio aims to inspire music creators through exceptional craftsmanship and classic sound quality. This position requires deep…
Job Description
Universal Audio seeks a Customer Care Specialist I to deliver pre-sale and post-sale assistance for its portfolio of analog gear, connected digital interfaces, guitar equipment, and online store. Operating on a remote basis, the person in the role will interact with clients via telephone calls, online tickets, live chat, and service requests. Universal Audio aims to inspire music creators through exceptional craftsmanship and classic sound quality.
This position requires deep familiarity with guitar equipment, related lore, and customer support principles. Daily tasks involve troubleshooting Windows and Mac computers, digital audio workstations, and hardware, alongside processing replacement items and handling warranty returns. The hourly wage ranges from $20.10 to $23.27, determined by the geographic location of the hire.
Responsibilities
- Handle inbound customer questions, service requests, and complaints while adhering to department metrics
- Troubleshoot and support Windows and Mac computer systems, digital audio workstations, and product installations
- Communicate directly with buyers through telephone, chat, online requests, and service tickets
- Investigate and escalate client complaints to secure high satisfaction ratings
- Process replacement component orders and manage Return Material Authorizations according to company warranty policies
- Create written and video tutorial knowledge base documentation
- Provide presales information and resolve account issues related to online purchases
- Coordinate service and return processes across distribution channels and internal departments
Requirements
- Proficiency in written and verbal English communication, plus region-specific languages if required
- Demonstrated problem-solving abilities, attention to detail, and analytical skills
- Empathy, adaptability, and a positive mindset toward customer needs
- Familiarity with UAD-2 and Apollo hardware, UA Console, and LUNA recording software
- Ability to lift up to 20 pounds
- Capability to remain seated for extended work periods
- Availability to work weekends and overtime when necessary
- Reliable high-speed internet connection and an appropriate residential workspace for remote tasks
- Reliable transportation when required
Qualifications
- High school diploma, general education degree, or equivalent practical experience
- Formal education in recording technology
- Advanced knowledge of customer service practices
- Advanced expertise in configuring and troubleshooting Mac and Windows computers
- Familiarity with digital audio workstations such as Pro Tools, Cubase, Nuendo, Ableton Live, and Logic Pro
- Understanding of recording studio hardware and software signal routing principles alongside modern recording techniques
- Knowledge of music production, sound design, and acoustic fundamentals
- Understanding of guitar rig configuration, pedal board setup, and signal routing
Core Skills
Benefits
- Profit sharing
- Medical, dental, and vision coverage
- 401(k) Safe Harbor Contribution
- Stock options
- Flexible time-off including paid time off, sick leave, and company holidays
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is remote, and applicants must have a reliable high-speed internet connection and an appropriate home workspace.
What is the pay rate for the Customer Care Specialist I role?
The hourly pay ranges from $20.10 to $23.27, with the exact rate determined by the cost of labor in the city and state where the new hire resides.
What experience is required for this job?
Candidates need a high school diploma, GED, or equivalent work experience, along with extensive knowledge of guitar products and support. Experience with UAD-2 or Apollo hardware and UA software like LUNA and UA Console is also necessary.
What benefits does Universal Audio provide?
The company offers medical, dental, and vision insurance, profit sharing, stock options, a 401(k) Safe Harbor Contribution, and flexible time-off covering paid time off, sick leave, and company holidays.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.