Technical Support Specialist Level II

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

Requirements

• 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, 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)
• 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
• Retailer Plans with Company Match
• Employee Discount on inMusic products