Job Description
Technical Support Representative, PreSonus
Remote US
Fender Musical Instruments Corporation is a world-famous brand with offices across the globe. Within Fender Musical Instruments Corporation’s (“FMIC”) PreSonus brand Tech Support team, you will be working with some of the most talented Tech Support representatives in the business. This job gives you the opportunity to work with artists and engineers around the world, supporting their efforts in digital audio creation.
An American icon, Fender was born in Southern California and has built a worldwide influence extending beyond the studio and the stage. A Fender is more than an instrument, it’s a cultural symbol that resonates globally.
We are searching for a Technical Support Representative for the U.S.-based PreSonus team working remotely. This job is to assist our customers with digital audio products including interfaces, mixers, speakers, and software. The job requires troubleshooting personal and networked computers for drivers, DAW software, and hardware connections.
What you’ll do:
- Provide excellent customer service while assisting customers with technical support issues via a ticketing system
- Be an active participant in our collaborative and sharing team environment which is structured to maximize service to the customer
- Stay current on the practice of audio recording and technology
- Assist with the creation and maintenance of online FAQ and Knowledge Base articles
- Provide Technical Support via email, remote access or phone as necessary
- Troubleshooting Windows and macOS operating systems
- Troubleshooting computer hardware
- Provide Tech Support for USB, Thunderbolt, and Firewire connections
- Troubleshoot web browser and account-related issues
- Identifying bugs when presented by customers and then logging details of the concern with our QA department
Who you are:
- 2+ years of experience with hands-on desktop support troubleshooting Windows operating systems (Windows 7-11), macOS (10-13), as well as mobile devices (Android and iOS)
- Knowledge of MIDI Specification, Keyboard MIDI Technology, Audio Mixing, Routing and Recording, DAW Systems, Sequencers, Plug-Ins and Guitar Processor Effects
- Ability to troubleshoot USB, Thunderbolt, and Ethernet connections
- Excellent verbal, and technical writing skills
- Basic IT networking knowledge strongly preferred
- A+, MCSE/MCP Certification(s) or equivalent experience
- Apple Certified Service Technician or equivalent experience