Careers


Technical Support and Returns Authorization Specialist
Fri, December 02, 2016

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<p><strong>Job Title:</strong></p>

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<p>Technical Support and Returns Authorization Specialist</p>

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<p><strong>Department:</strong></p>

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<p>Technical Support and Returns Authorizations</p>

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<p><strong>Reports To:</strong></p>

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<p>Rob Griffith</p>

<p>rgriffith@numark.com</p>

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<p><strong>Overview of Job Function(s):</strong><br>

Answer customer inquiries through a variety of channels including phone email and web. Ensure an excellent customer experience to end-users and dealers, with an emphasis on building, restoring, and maintaining customer satisfaction. Resolve setup and technical difficulties. In cases where a product requires service, issue Return Authorizations in accordance with policies and procedures.<br>

The products, support and service we offer are technical in nature. The successful candidate will be computer savvy, with an up-to-date understanding of Windows-and Macintosh computers, has experience in PC troubleshooting, and experience with music production software.<br>

Demonstrates clear and professional written and verbal communications, and excels in customer service. Proficiency with the following is required: Music production software and hardware, Microsoft Word and excel. Prior experience with databases, sales order entry, and/or ERP systems desired.</p>

<p><strong>Five Essential Job Responsibilities:</strong></p>

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<li>Provide Technical Support on our extensive line of products via telephone and a variety of written channels including email and web. Consistently provide an excellent customer experience.</li>

<li>Maintain an average call-time of 6 min, and a written response time of 72 hours or better (not including weekends and holidays).</li>

<li>Process warranty claims via phone and email for customers and dealers. </li>

<li>Author Technical Support FAQ entries, knowledgebase entries.</li>

<li>Maintain expert-level knowledge of all existing and new products; with emphasis on setup, practical, use and troubleshooting.</li>

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<p><strong>Job Qualifications:</strong></p>

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<li>Computer savvy, with an up-to-date understanding of Windows-and Macintosh computers, with experience in MS Word, Excel, and Outlook. Prior experience with databases, sales order entry, and/or ERP systems desired.</li>

<li>Experience in PC and Mac troubleshooting.</li>

<li>Experience in music production software, MIDI, DAW recording and USB computer audio and MIDI interfaces.<br>Successful candidates for this position will have experience with one or more of the following audio recording software titles, and one or more of the following hardware technologies:<br><br>

<strong>Audio Recording Software:</strong><br>

Avid Pro Tools<br>

Apple Logic Pro<br>

Ableton Live<br>

MOTU Digital Performer<br>

Steinberg Cubase or Nuendo<br><br>

<strong>Hardware:</strong><br>

USB, Firewire, and/or PCI audio recording interfaces<br>

MIDI Keyboard Controllers<br>

Audio Mixing Boards or Recording Consoles<br><br>

<strong>Additional experience that is a plus:</strong><br>

SAP<br>

FileMaker Pro<br>

Adobe Photoshop<br>

Web Development<br>

Camtasia<br>

WordPress<br>

Joomla</li>

<li>Proven track record of delivering excellent customer service.</li>

<li>Excels at communicating instructions either verbally, or in writing. Prior web authoring, how-to, product demonstration or documentation experience a plus.</li>

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