Level II Technical Support Specialist, DJ Brands

inMusic is a family of leading music technology and consumer electronic brands. We live and breathe music. We incorporate and build upon the latest engineering, design, and technology in the DJ, Music Production, Pro Audio, Musical Instrument, and Consumer Electronics industries. Some of our leading brands are: Akai Professional, Alesis, Alto Professional, Denon DJ, Denon Professional, ION Audio, Marantz Professional, M-Audio, MixMeister, Rane, Numark and Sonivox.

If you want to join one of the most dynamic and creative industries and be part of a company committed to innovation with a shared sense of purpose of bringing music to people, then we want to speak with you.

About the Role:

The Level II Technical Support Specialist (DJ Brands) is part of inMusic's Technical Support department and reports directly to the Director of Technical Support. In this role, you will resolve complex product inquiries that have been escalated through our Technical Support Specialists.

The Level II Technical Support specialist will ensure an excellent customer experience to end-users and dealers, emphasizing building, restoring, and maintaining customer satisfaction. Additionally, this role resolves setup, and technical difficulties in cases where a product requires service and issues Return Authorizations following policies and procedures.

The Level II Technical Support Specialist will possess a high level of knowledge in a specific category of our product line acting as the support expert for our DJ brands.

What You'll Do:

• 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.

Requirements

Requirements:

• High School Diploma or equivalent
• Outstanding written and verbal communication skills with great phone etiquette
• Minimum of 2 years' experience in customer service
• Microsoft Suite (Excel, Teams, Outlook)

Nice to Have:

• Familiarity with the inMusic product line.
• 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

• 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 PC and Mac troubleshooting.
• Experience in music production software, MIDI, DAW recording, and USB computer audio and MIDI interfaces (Pro Tools, Logic, Ableton, Serato)

Benefits

inMusic USA offers an excellent Total Rewards package that includes generous hybrid work schedule, holidays, medical benefits available within your first 30 days, 401k plans with company match, and employee discounts on inMusic products.

inMusic celebrates diversity. We are an equal opportunity employer, recognizing that future success in a highly competitive marketplace depends on our employees and their development.

All applicants will receive equal consideration for employment at inMusic and we encourage everyone to apply - regardless of color, race, nationality, ethnic or national origin, gender identity, sexual orientation, age, marital status, religion or belief or disability, or any other characteristic protected by law.