Audio Technical Support Specialist 2

About the role

This on-site position in Nashville, TN provides level one and two support to internal and external customers, assisting with product and self-help tool issues through phone, email, and chat while delivering clear, high-quality customer service. The role involves diagnosing product and tool problems, creating “how-to” guidance, and walking users through step-by-step solutions in an easily understandable way.

Level 1+2 support requires the ability to perform basic troubleshooting across all Sennheiser Group products, software, and services, along with awareness of competitive products. It also requires foundational knowledge of key technologies used in Sennheiser solutions, including general audio, network audio and IT networking, digital audio, DSP flow and processing, RF wireless transmission (analog and digital), wired microphones, and broadcast headsets.

Responsibilities

• Provide level one and two technical support to internal and external customers via phone, email, and chat.
• Diagnose product and tool problems, creating clear guidance for users.
• Walk users through step-by-step solutions in an easily understandable manner.
• Perform basic troubleshooting across Sennheiser Group products, software, and services.
• Maintain awareness of competitive products and key audio technologies.

Requirements

• High School Degree (2-4 year university degree preferred).
• 5+ years of previous customer service or technical support experience.
• Strong support system experience (e.g., Zendesk, CRM, and BI tools).

Skills

• Understanding of technical products and audio-industry technologies.
• Strong PC skills in MS Office (JD Edwards preferred).
• Excellent customer service, communication, and active listening skills.
• Fluency in native language and English.
• Strong interpersonal, data-entry, and organizational abilities.
• Effective problem-solving with limited assistance.
• Quick learner of systems and procedures.
• Ability to build culturally aware, positive working relationships.
• Detail-oriented, self-directed, and able to work independently or in a team.
• Strong analytical and troubleshooting skills.

Benefits

• Inspiring work environment as part of an international family business.
• Modern and dynamic work atmosphere where people and mindset are valued.
• Flexible working models, including flexible hours and mobile work options.
• Opportunities for international collaboration and contribution to exciting projects shaping the future of audio.

Sennheiser welcomes applicants from all backgrounds, regardless of gender identity, national origin, sexual orientation, ethnicity, religion, disability, or age.