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PreSonus Technical Support Representative

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 Technical Support team, you will be working with some of the most talented Technical 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. 

Essential Functions:

  • 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 practice of audio recording and technology
  • Assist with 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

Qualifications:

  • The ideal candidate will have 2 or more years of experience with hands-on desktop support troubleshooting Windows operating systems (Windows 7-11), macOS (10-15), 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 networking knowledge
  • A+, MCSE/MCP Certification(s) or equivalent experience
  • Apple Certified Service Technician or equivalent experience

About Fender Musical Instruments:

Fender Musical Instruments Corporation (FMIC) is one of the world’s leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender®, Squier®, PreSonus®, Gretsch®, Jackson®, EVH®, Charvel®, Bigsby®, and Groove Tubes®, among others. For more information, visit www.fender.com. FMIC offers a competitive benefits package which includes medical, dental, 401(k), paid time off, and an equipment purchase program to help you get the band back together. Fender Musical Instruments Corporation is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veterans’ status, sexual orientation, or any other protected factor.

Fender is required by law in certain jurisdictions to include a pay scale in the job posting for this position.  “Pay scale” means the salary or hourly wage range that Fender reasonably expects to pay for this position; it is neither a promise nor a guarantee of the compensation that the successful candidate will receive.  The pay scale for this position takes into account the wide range of factors that Fender considers in making compensation decisions, including, without limitation: skill set, experience, and training, licensure and certifications, and other business and organizational needs.  If this is a remote position, the pay scale disclosed herein may be adjusted further based upon the applicable geographic differential associated with the location from which the successful candidate will work.  Please note that it is not typical for a Fender employee to be at or near the top of the pay scale for their role – especially as a new hire – and compensation decisions are dependent on the facts and circumstances of each case.  Subject to the foregoing, the current pay scale for this position is $17.00/hr-$24.00/hr.

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