**Experienced Technical Support Representative – Guitar Products and Recording Solutions**

Are you passionate about music, technology, and delivering exceptional customer experiences? Do you have a deep understanding of guitar products, recording studio hardware, and software signal routing principles? If so, we invite you to join our team at blithequark as an Experienced Technical Support Representative. In this role, you will be the primary point of contact for customers seeking technical support for our range of connected digital interfaces, guitar products, analog equipment, and online store. **About blithequark** blithequark is a leading innovator in the music and audio technology industry, dedicated to empowering artists, producers, and engineers to create exceptional music and audio experiences. Our products and solutions are designed to inspire creativity, improve workflow, and deliver unparalleled sound quality. As a member of our team, you will be part of a dynamic and collaborative environment that values innovation, customer satisfaction, and employee growth. **Responsibilities** As an Experienced Technical Support Representative, you will be responsible for providing pre and post-sale technical support to our customers via online requests, telephone support, and self-service tools. Your primary objectives will be to: * Assist all blithequark customers and incoming inquiries as required * Provide product installation support and troubleshooting for Windows and MAC-based computers * Provide configuration and troubleshooting of Windows and MAC-based computer systems and DAWs to customers * Generate knowledge base entries, both written and in video tutorial formats * Communicate directly with customers via telephone, chat, online requests, or service requests * Respond to customer inquiries, complaints, and service requests within specified department metrics * Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores * Obtain and evaluate all relevant information to handle inquiries and complaints * Process replacement parts orders * Provide customers with presales product and service information * Provide support to customers to help resolve potential account issues, including research of online purchases * Communicate and coordinate with internal departments as required * 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 **Requirements** To succeed in this role, you will need to possess: * Excellent communication skills in English, both verbal and written, with the ability to communicate in region-specific languages as required * Strong problem analysis and problem-solving skills * Attention to detail and accuracy * Ability to translate support transactions and provide data collection to categorize interactions * Adaptability, initiative, tolerance, empathy, and a positive approach to customer needs * Experience with the use of UAD-2/Apollo hardware products * Experience with UA Software: UA Console and LUNA recording software * Ability to lift 20 pounds * Ability to sit for extended periods * Availability to work overtime and weekends when required * Access to a high-speed internet connection to accommodate working remotely * An appropriate workspace in your residence, when applicable * Reliable transportation, when applicable **Education / Work Experience** While a high school diploma, general education degree, or equivalent is required, formal recording technology education is desirable. You will need to possess advanced knowledge of customer service principles and practices, as well as advanced knowledge of configuring and troubleshooting Windows and MAC-based computers. Additionally, you should have knowledge of relevant computer applications (DAW) for use with blithequark products, such as Cubase, Pro Tools, Nuendo, Ableton Live, Logic Pro, etc. Experience with recording studio hardware/software signal routing principles, modern recording techniques, music production, sound design, and basic principles of sound is also essential. **What We Offer** As a member of our team, you will enjoy a dynamic and supportive work environment, with opportunities for growth and development. We offer: * Competitive compensation and benefits package * Opportunities for professional growth and development * Collaborative and dynamic work environment * Access to the latest music and audio technology products and solutions * Flexible work arrangements, including remote work options * Recognition and rewards for outstanding performance **How to Apply** If you are passionate about music, technology, and delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We look forward to hearing from you! [Apply to this job](https://www.talentify.io/job/customer-support-representative-scotts-valley-california-blithequark-403978?utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic)