AMS - Technical Support Specialist

About the role

Join the American Music & Sound Support Team at JAM Industries, a leading distributor of consumer electronics, pro-audio equipment, and musical instruments since 1972. This role focuses on delivering exceptional technical support to a diverse clientele, ensuring the best customer service experience.

Responsibilities

• Report to the Manager of Technical Support.
• Provide technical support to clients and dealers via phone and email.
• Assist with product information, troubleshooting, and technical questions.
• Develop a strong understanding of assigned product lines and common technical issues.
• Diagnose product problems and recommend appropriate solutions.
• Educate clients on the correct setup and use of products.
• Support a wide range of customers, including sound and touring engineers, DJs, artists, dealers, and everyday end users.
• Adjust the level and style of technical support based on each customer's technical knowledge.
• Provide dealers with appropriate technical and pricing information.
• Support Pro Audio, keyboard, and DJ product lines, including Allen & Heath, Nord, CAD, Fostex, Reloop, and other keyboard and DJ brands.

Requirements

• D.E.S (High-School leaving) with preference given to those with technical experience or training.
• Proficiency with Microsoft Office Applications.
• Excellent communication skills (written/verbal) and interpersonal skills.
• Demonstrated organizational ability and follow-through.
• Ability to work in a fast-paced, dynamic environment.
• Ability to work harmoniously in a team as well as autonomously.
• Must be able to work Canadian holidays that do not correspond with US holidays.
• Strong attention to detail.
• Bilingual in French and English (English is required as we do business across Canada and the US).
• Spanish will be considered an asset.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit, use hands to finger, handle, or feel; and talk or hear.
• Frequently required to stand, walk, and reach with hands and arms.
• Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.

Benefits

• Comprehensive group benefits: Health, Dental, Vision, Life, Critical Illness, Short- and Long-Term Disability.
• Wellness Incentive Program and Employee Assistance Program.
• RRSP / 401(k) matching program.
• Work-life balance: Flextime, summer hours, paid vacation, and personal time off.
• A casual, fun, and collaborative work environment.
• Lively social calendar—there’s always something for everyone.
• Generous employee discounts on our products.
• Ongoing learning and development opportunities.
• The chance to work alongside a highly talented, high-performing team.