Experienced Technical Support Representative – Guitar Products and Digital Audio Solutions

At blithequark, we're on a mission to revolutionize the music industry with innovative, high-quality products that empower artists and producers to create their best work. As a Technical Support Representative, you'll play a vital role in delivering exceptional customer experiences and ensuring our products meet the highest standards of performance and reliability. About blithequarkblithequark is a leading manufacturer of connected digital interfaces, guitar products, analog equipment, and online store solutions.Our products are used by top artists, producers, and studios around the world, and we're committed to providing the best possible support to our customers. With a growing team of passionate professionals, we're looking for talented individuals who share our vision and values. Job SummaryWe're seeking an experienced Technical Support Representative to, providing pre and post-sale technical support for our product line of connected digital interfaces, guitar products, analog equipment, and online store solutions.As a Technical Support Representative, you'll be the primary point of contact for customers, providing expert guidance and support via online requests, telephone support, and self-service tools. Responsibilities* Assist all blithequark customers and incoming inquiries as required, providing timely and effective solutions to their technical issues* Provide UA product installation support and troubleshooting for Windows and MAC based computers, ensuring seamless integration with our products* Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers, helping them to optimize their workflow and achieve their creative goals* Generate knowledge base entries, both written and in video tutorial formats, to share best practices and solutions with the wider community* Communicate directly with customers via telephone, chat, online requests, or service requests, providing personalized support and resolving issues efficiently* Respond to customer inquiries, complaints, and service requests within specified department metrics, ensuring high customer satisfaction interaction scores* Handle and resolve or appropriately escalate customer complaints, working closely with internal departments to achieve a positive outcome* Obtain and evaluate all relevant information to handle inquiries and complaints, using your problem analysis and problem-solving skills to find effective solutions* Process replacement parts orders, ensuring timely delivery and minimizing downtime for our customers* Provide customers with presales product and service information, helping them to make informed purchasing decisions* Provide support to customers to help resolve potential account issues, including research of online purchases and resolving any discrepancies* Communicate and coordinate with internal departments as required, ensuring seamless collaboration and effective issue resolution* Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies, or for approved sales returns* Coordinate the handling of RMA, and service requirements through the distribution channel, ensuring efficient and effective resolution of customer issuesRequirements* Strong communication skills, with the ability to communicate effectively in English, both verbally and in writing* Problem analysis and problem-solving skills, with the ability to translate support transactions and provide data collection to categorize interactions* Attention to detail and accuracy, with the ability to work in a fast-paced environment and prioritize tasks effectively* Adaptable, initiative, tolerant, empathetic, and with a positive approach to customer's needs, providing exceptional customer service and support* Experience with use of UAD-2/Apollo hardware products, as well as UA Software: UA Console and LUNA recording software* Ability to lift 20 pounds and sit for extended periods, with reliable transportation and high-speed internet connection (when applicable)* Availability to work overtime and weekends when required, with a flexible and adaptable approach to workEducation / Work Experience* High school diploma, general education degree, or equivalent, with formal recording technology education desirable* Advanced knowledge of customer service principles and practices, with experience in a technical support role* Advanced knowledge of configuring and troubleshooting Windows and MAC based computers, as well as relevant computer applications (DAW) for use with Universal Audio products* Knowledge of relevant computer applications (DAW) for use with Universal Audio products, including Cubase, Pro Tools, Nuendo, Ableton Live, Logic Pro, etc.* Knowledge of recording studio hardware/software signal routing principles, and modern recording techniques* Knowledge of music production, sound design, basic principles of sound, and guitar rig configuration, signal routing, pedal board set up, and effectsWhat We Offer* Competitive salary and benefits package* Opportunity to work with a leading manufacturer of connected digital interfaces, guitar products, analog equipment, and online store solutions* Collaborative and dynamic work environment, with a passionate team of professionals* Ongoing training and development opportunities, to help you grow and succeed in your career* Flexible work arrangements, including remote work options and flexible hours* Access to the latest technology and equipment, to help you stay up-to-date with industry trends and developmentsIf you're a motivated and experienced Technical Support Representative, looking for a new challenge and opportunity to grow with a leading company, we'd love to hear from you.Please apply including your resume and a cover letter, to. We can't wait to hear from you and explore how you can contribute to our team's success!