Universal Music Group · 1 month ago
Tech Support Analyst
New York, NY
Part-time
Hybrid
Entry Level
$24/hr - $32/hr
2+ years expUniversal Music Group is the world’s leading music company committed to artistry, innovation, and entrepreneurship. They are seeking a Tech Support Analyst to provide first-line support for employees, ensuring timely and professional technical assistance while maintaining trust in UMG’s technology ecosystem.
Audio Recording and ProductionMedia and EntertainmentMusicPublishing
Responsibilities
Answer inbound calls, chats, and support requests to provide first-contact resolution whenever possible
Interpret, analyze, research, and resolve simple to moderately complex user inquiries across hardware, software, and account-related issues
Route and triage incoming tickets created via email, ensuring they reach the correct support tier
Monitor the unassigned queue and follow up on assigned tickets every 24 hours to maintain SLA compliance
Document troubleshooting steps, progress, and user communication clearly within the ticketing system
Utilize the internal knowledge base, team resources, and your technical expertise to resolve issues on the initial contact whenever feasible
Escalate incidents appropriately according to established guidelines and procedures
Provide technical guidance, informal training, and best-practice recommendations to end users
Support and train employees on mobile devices and key UMG applications
Set up conference rooms for meetings requiring specialized equipment, including video conferencing, phone systems, and presentation tools
Deliver remote support to users across multiple office locations using approved tools
Maintain a thorough working knowledge of in-house applications, hardware, operating systems, and online services essential to UMG’s workforce
Edit and update Knowledge Base articles to enhance solution accuracy, ticket routing, and escalation efficiency
Document issues and troubleshooting steps concisely to support knowledge sharing and faster resolution
Cross-train with peers and collaborate with other departments to broaden your technical capabilities and support coverage
Contribute to a team culture that emphasizes learning, operational excellence, and consistent service improvement
Qualification
Required
2+ years of technical support and customer service experience, or equivalent certification (CompTIA A+ or similar)
Strong customer-service orientation with exceptional listening, communication, and telephone etiquette
Ability to multitask in a fast-paced environment while remaining organized and detail-oriented
Demonstrated proficiency with PC/Mac systems, Microsoft Office, operating systems, printers, peripherals, and common enterprise applications
Critical thinker with strong problem-solving skills and the initiative to work independently with minimal supervision
High level of follow-through, urgency, and the discipline to follow standard operating procedures
Comfortable supporting employees at all levels across the company with professionalism and empathy
Flexibility to work evenings, weekends, holidays, and rotating on-call schedules as required
Ability to travel and provide onsite support across multiple UMG locations as needed
Team-oriented mindset with the ability to collaborate, share knowledge, and contribute to group success
Benefits
Comprehensive medical, dental, and vision coverage
Including 100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance and Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent
Company
Universal Music Group
Universal Music Group is a music-based entertainment company that offers music recording, publishing, and merchandising services worldwide. It is a sub-organization of Leviy Publishing.
10001+ employees
H1B Sponsorship
Universal Music Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (19)
2024 (24)
2023 (14)
2022 (22)
2021 (18)
2020 (19)
Funding
Current Stage
Public CompanyTotal Funding
$8.65BKey Investors
William AckmanTencent
2023-06-06Post Ipo Debt· $802.31M
2021-09-21IPO
2021-06-21Secondary Market· $4.17B
Leadership Team
Devraj Sanyal
Chairman & CEO, Universal Music Group, India & South Asia; SVP Strategy "AMEA"
Timothy Xu
Chairman and CEO
Recent News
Digital Music News
2026-01-24
Digital Music News
2026-01-23
Company data provided by crunchbase