**Experienced Customer Support Representative – Technical Support for Connected Digital Interfaces and Guitar Products**

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 talented Customer 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 blithequark** blithequark is a leading manufacturer of connected digital interfaces, guitar products, and analog equipment that has been shaping the music industry for decades. 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 a skilled Customer Support Representative to join our ranks and help us take our customer support to the next level. **Responsibilities** As a Customer Support Representative at blithequark, you'll be responsible for providing top-notch technical support to our customers via online requests, telephone support, and self-service tools. Your primary goal will be to ensure that our customers have a seamless and enjoyable experience with our products, from installation and configuration to troubleshooting and resolution. Your responsibilities will include: * Assisting all blithequark customers and incoming inquiries as required * Providing product installation support and troubleshooting for Windows and MAC-based computers * Providing configuration and troubleshooting of Windows and MAC-based computer systems and DAWs to customers * Generating knowledge base entries, both written and in video tutorial formats * Communicating directly with customers via telephone, chat, online requests, or service requests * Responding to customer inquiries, complaints, and service requests within specified department metrics * Handling and resolving or appropriately escalating customer complaints to achieve high customer satisfaction interaction scores * Obtaining and evaluating all relevant information to handle inquiries and complaints * Processing replacement parts orders * Providing customers with presales product and service information * Providing support to customers to help resolve potential account issues, including research of online purchases * Communicating and coordinating with internal departments as required * Providing Return Material Authorizations (RMA) in accordance with warranty standards, internal policies, or for approved sales returns * Coordinating the handling of RMA and service requirements through the distribution channel **Requirements** To succeed as a Customer Support Representative at blithequark, you'll need to possess the following skills and qualifications: * **Communication skills**: English, verbal and written. In addition, region-specific language as required by position. * **Problem analysis and problem-solving**: Ability to analyze complex technical issues and provide effective solutions. * **Attention to detail and accuracy**: High level of attention to detail and accuracy in all aspects of customer support. * **Adaptable, initiative, tolerant, empathetic, and with a positive approach to customer's needs**: Ability to work in a fast-paced environment and provide exceptional customer service. * **Experience with use of UAD-2/Apollo hardware products**: Familiarity with our products and ability to troubleshoot and resolve technical issues. * **Experience with UA Software: UA Console and LUNA recording software**: Knowledge of our software and ability to provide technical support. * **Ability to lift 20 pounds**: Physical ability to lift and move equipment as required. * **Must be able to sit for extended periods**: Ability to work in a seated position for extended periods. * **Available to work overtime and weekends when required**: Flexibility to work outside of regular business hours as needed. * **Have access to high-speed internet connection to accommodate working remotely**: Reliable internet connection to support remote work. * **Have an appropriate workspace in your residence, when applicable**: Dedicated workspace at home to support remote work. * **Have reliable transportation, when applicable**: Reliable transportation to support on-site work. **Education / Work Experience** To be considered for this role, you'll need to possess the following education and work experience: * **High school diploma, general education degree or equivalent**: Formal education in a related field (e.g., recording technology, computer science). * **Advanced Knowledge of customer service principles and practices**: Proven experience in customer-facing roles, with a focus on technical support. * **Advanced Knowledge of configuring and troubleshooting Windows and MAC-based computers**: Familiarity with computer systems and ability to troubleshoot technical issues. * **Knowledge of relevant computer applications "DAW" for use with Universal Audio products**: Familiarity with digital audio workstations (DAWs) and ability to provide technical support. * **Knowledge of recording studio hardware/software signal routing principles, and modern recording techniques**: Understanding of recording studio equipment and techniques. * **Knowledge of music production, sound design, basic principles of sound**: Familiarity with music production and sound design principles. **What We Offer** As a Customer Support Representative at blithequark, you'll enjoy a range of benefits, including: * **Competitive salary and benefits package**: Comprehensive compensation and benefits package to support your career and well-being. * **Opportunities for career growth and development**: Training and development programs to help you grow and advance in your career. * **Collaborative and dynamic work environment**: Supportive team environment that encourages collaboration and innovation. * **Flexible work arrangements**: Options for remote work and flexible scheduling to support your work-life balance. * **Professional development opportunities**: Training and development programs to help you stay up-to-date with the latest technologies and industry trends. **How to Apply** If you're a motivated and customer-focused individual with a passion for music and technology, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply for this job