Technical Support Specialist Level II
Cumberland, RIHybridFull-time
AI Summary
The Technical Support Specialist Level II resolves complex product inquiries and provides multi-channel technical support to DJ customers and dealers, focusing on maintaining high customer satisfaction.
About this role
The Technical Support Specialist Level II is part of inMusic's Customer Experience department and reports directly to the Regional Manager. This role answers customer inquiries through a variety of channels, including phone, e-mail, and web, with a strong focus on supporting DJ customers and products. The candidate will ensure an excellent customer experience to end-users and dealers, emphasizing building, restoring, and maintaining customer satisfaction. We are looking for a candidate who genuinely enjoys providing top-quality customer support and takes pride in helping customers get the best possible experience from their equipment.
Key Responsibilities
- Resolve complex product inquiries that have been escalated from our Technical Support Specialists
- Provide multi-channel Technical Support to customers via telephone, chat, web tickets, social media, and e-mail, maintaining quality and response time within our established Service Level Agreements
- Process warranty claims for customers and dealers
- Author Technical Support FAQ entries, knowledge base entries
- Maintain expert-level knowledge of a specific product category liaising with Leads to effectively leverage customer feedback and service data to improve the quality of our products, services, and organization
- Communicate instructions, either verbally or in writing to end users and dealers
- Provide advanced support for DJ-focused products and workflows, including controllers, mixers, media players, DJ software, audio routing, firmware updates, and performance setup questions
- Translate real-world DJ use cases into clear troubleshooting steps, customer guidance, and internal feedback for product, service, and knowledge base improvements
Skills, Knowledge & Expertise
- High School Diploma or equivalent
- Outstanding written and verbal communication skills with great phone etiquette
- Passion for delivering patient, professional, and high-quality customer support across every interaction
- Minimum of 2 years’ experience in customer service
Preferred Education & Experience
- Familiarity with the inMusic product line
- Hands-on experience with DJ equipment, DJ performance workflows, or DJ software such as Serato, Engine DJ, VirtualDJ, Rekordbox, Traktor or similar platforms
- Previous call center or customer relations experience with a proven track record of delivering excellent customer service
- Strong computer skills and the ability to learn new applications quickly
Required Technical Knowledge & Experience
- Microsoft Suite (Excel, Teams, Outlook)
Preferred Technical Knowledge & Experience
- Prior experience with CRM databases, sales order entry, and/or ERP systems desired (SAP, Salesforce, ZenDesk)
- Prior web authoring, how-to, video product demonstration, or documentation experience a plus
- Experience in Windows, macOS, IOS, and Android troubleshooting
- Experience in music production software, MIDI, DAW recording, and USB computer audio and MIDI interfaces (Pro Tools, Logic, Ableton, Serato)
Benefits
- Generous Holiday Time
- Medical, Vision, and Dental Benefits within first 30 days
- Retirement Plans with Company Match
- Employee Discount on inMusic products
Skills
AbletonAndroidCRM DatabasesDAW RecordingEngine DJERP SystemsExcelHow-to DocumentationIOSLogicMacOSMicrosoft SuiteMIDIMIDI InterfacesOutlookPro ToolsRekordboxSalesforceSeratoTeamsTraktorUSB Computer AudioVideo ProductionVirtualDJWeb AuthoringWindowsZendesk
