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Technical Support Specialist Level II

Inmusic Brands Inc

Cumberland, RI

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JOB DETAILS
SKILLS
Building Restoration, Call Centers, Channel Support, Claims Processing, Communication Skills, Computer Firmware, Computer Music and Audio, Computer Skills, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Customer/Client Research, DJ and Karaoke Software, Documentation, ERP (Enterprise Resource Planning), Frequently Asked Questions (FAQ), High School Diploma, Identify Issues, Knowledge Base, MIDI, MIDI Software, Media Players, Microsoft Excel, Microsoft Outlook, Microsoft Product Family, Music and Audio Software, Online Chat, Order Processing, Presentation/Verbal Skills, Pro Tools, Product Demonstration, Quality Management, Resolve Customer Issues, SAP, Sales, Salesforce.com, Service Level Agreement (SLA), Social Media, Technical Support, Telephone Skills, USB, Use Cases, Writing Skills, ZenDesk
LOCATION
Cumberland, RI
POSTED
1 day ago

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

About the Company

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Inmusic Brands Inc