Technical Support Specialist Level II

Technical Support Specialist Level II

Department: Technical Support

Employment Type: Full Time

Location: Cumberland, RI

Description

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

Required Education & Experience

• 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