Technical Support Representative - Remote

Overview

As a Technical Support Representative for Fender Musical Instruments Corporation’s PreSonus team, you will assist customers with digital audio products, providing support and troubleshooting for various technical issues.

In Short

• Provide excellent customer service while assisting customers with technical support issues via a ticketing system.
• Participate in a collaborative team environment to maximize customer service.
• Stay current on audio recording and technology practices.
• Assist with the creation and maintenance of online FAQ and Knowledge Base articles.
• Provide Technical Support via email, remote access, or phone.
• Troubleshoot Windows and macOS operating systems.
• Troubleshoot computer hardware.
• Provide Tech Support for USB, Thunderbolt, and Firewire connections.
• Troubleshoot web browser and account-related issues.
• Log bugs identified by customers with the QA department.

Requirements

• 2+ years of experience with desktop support troubleshooting Windows and macOS.
• Knowledge of MIDI Specification, Audio Mixing, and DAW Systems.
• Ability to troubleshoot USB, Thunderbolt, and Ethernet connections.
• Excellent verbal and technical writing skills.
• Basic networking knowledge.
• A+, MCSE/MCP Certification(s) or equivalent experience.
• Apple Certified Service Technician or equivalent experience.

Benefits

• Competitive benefits package including medical and dental.
• 401(k) plan.
• Paid time off.
• Equipment purchase program.