• Assist all Universal Audio customers and incoming inquiries as required • Provide UA 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 either by 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

• Provide timely, friendly, and professional support to customers via phone and email • Actively listen, ask thoughtful questions, troubleshoot issues, determine root causes • Serve as the voice of the customer by identifying trends, recurring issues • Escalate technical issues, outages, and other concerns that may affect the viewer or user experience • Maintain and update customer accounts according to department policies

Role Description Please note: This is a 12-week temporary role. The Family Support Coordinator provides proactive outreach, assessment, education, and care coordination support to families of children in the Autism Resource Program by connecting them to appropriate services, navigating benefits, and ensuring timely access to care and resources. - Family Engagement & Needs Assessment: - Conduct outreach and screening calls to assess family needs, identify barriers, and evaluate gaps in care. - Build relationships with families through education, support, and ongoing engagement to ensure effective program participation. - Care Coordination & Resource Navigation: - Facilitate referrals to clinical, community, and government resources and coordinate with care managers, providers, and internal teams. - Act as a central point of contact to triage cases, ensure documentation is complete, and support timely access to services. - Program Education & Administrative Support: - Educate families on benefits, coverage, behavioral health services, and program requirements. - Provide administrative and operational support including documentation, communication, and compliance with organizational and regulatory standards. Qualifications - Bachelor’s degree in Social Work, Psychology or related healthcare field and three (3) or more years of experience in a health care, managed care and/or customer service setting. - OR Associates degree and 4+ years of experience. - OR high school diploma and 5+ years of experience in a health care, managed care or customer service setting. - Strong computer and keyboarding skills (MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing). - Excellent written and verbal communication, interpersonal, and organizational skills. - Ability to pass background check upon hire and throughout employment. Requirements - Self-motivated and the ability to assume a collaborative role in ensuring that all objectives are met. - Ability to work independently to meet team objectives/goals. - Professional demeanor in response to all situations regardless of the nature or circumstances of the situation. - Able to manage multiple tasks in a fast-paced, changing environment. - Ability to work within a collaborative, team-oriented environment. Benefits - Hourly compensation between $21.80 - $24.20, PLUS an annual performance-based, discretionary incentive. - Comprehensive health benefit options: Medical, dental, and vision coverage. - 401(k) with competitive employer match. - Company-paid life and disability insurance. - Paid parental leave and wellbeing incentives. - Generous paid time off, including volunteer time. - Flexible spending accounts for healthcare and dependent care. - Professional development opportunities and tuition reimbursement. - Remote work flexibility (role-dependent). - Opportunity for meaningful growth, both personally and professionally.

Role Description We are seeking a detail-oriented and customer-focused Support Specialist (Tier 1, IC1) to join our team. In this role, you will be responsible for handling inbound customer inquiries via email, text, chat, and phone calls while ensuring timely and effective resolution of support tickets. You will be the first point of contact for customers, assisting with troubleshooting, answering general questions, and escalating complex issues as needed. The ideal candidate has experience working in JIRA and handling inquiries in a call and chat queue in a fast-paced support environment. Strong communication skills, problem-solving abilities, and a customer-first mindset are essential for success in this role. This role requires schedule flexibility, as shifts may vary to support customers across different time zones (East Coast and West Coast). The position is five days per week, with two days off that may not always fall on weekends (e.g., Tuesday-Saturday or Friday-Tuesday schedules). Responsibilities - Respond to customer inquiries via phone, email, text, and chat with professionalism, empathy, and a commitment to resolution. - Troubleshoot common technical issues and walk customers through steps to resolve them. - Manage and prioritize work from both the call queue and Jira support ticket queue throughout the day. - Accurately log, update, and resolve tickets with clear documentation and consistent communication. - Identify when issues need to be escalated and ensure clear context is provided to Tier 2 or cross-functional teams. - Maintain performance metrics, follow established support protocols, and contribute to process improvements. - Collaborate with cross-functional teams to ensure seamless customer support and issue resolution. - Maintain a positive and empathetic attitude while assisting customers, ensuring a great customer experience. - Assist in identifying common issues and providing feedback to improve knowledge bases and FAQs. - Other duties as assigned. Qualifications - 1+ years of experience in a customer support or help-desk role, preferably in a Tier 1 capacity. - Experience using support platforms such as Jira and Intercom. - Experience working with basic technical tools. - Ability to multitask and manage multiple tickets in a fast-paced environment. - Strong problem-solving skills and attention to detail. - Excellent verbal and written communication skills. - Ability to remain patient and professional in challenging customer interactions. - Experience working within a call and chat queue. - Availability to work flexible schedules, including shifts that may not follow a Monday-Friday schedule (e.g., Tuesday-Saturday or Friday-Tuesday). - Basic technical troubleshooting experience is a plus. Resolving issues such as password resets, connectivity issues, clearing cache, and restarting, etc. Requirements - Salary: $50,000 - Location: Fully Remote - Hours: Full Time - Travel: One Travel Requirement Annually to Company Conference Benefits - 100% Employer Covered Health Care Plan for you and your family (Medical, Dental, and Vision) - Retirement Plan (We offer a 401k with 4% company match) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave, and 11 National Holidays) - Parental Leave for both caregivers - Work From Home (fully remote team) - Stock Option Plan - Learning & Development Opportunities What to Expect in the First 60 Days - Onboarding & Training: Get introduced to the team, company culture, and support processes, systems, and our products. - Shadow & Learn: Observe experienced team members, review common customer inquiries, and begin handling simple tickets with guidance. - Hands-On Support: Start responding to email, chat, text, and phone inquiries, gaining confidence in troubleshooting and issue resolution. - Increased Independence: Manage a queue of customer inquiries, improve response times, and collaborate with the team to refine processes. - Full Contribution & Growth: Work independently, meet performance expectations, contribute insights to improve support workflows, and set goals for ongoing development.