Technical Support Specialist - Music Industry

Are you Music lover? Are you a DJ or a musician? Perhaps you record your own music or play in band. Currently we are seeking a customer service-oriented individual to join our Technical Support team. The technical support team answers requests every day from customers who need our help to use our products.

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.

As a Technical Support Specialist at inMusic, you will:

• Answer customer inquiries through a variety of channels including chat, web tickets, social media, and e-mail, maintaining quality and response time within our established Service Level Agreements
• Author Technical Support FAQ entries & knowledge base entries
• Maintain expert-level knowledge of all existing and new products, emphasizing setup, practical use, and troubleshooting customers' technical difficulties

• Ensure an excellent customer experience to end-users and dealers, with an emphasis on building, restoring, and maintaining customer satisfaction.
• Process Warranty Claims for customers and dealers/distributors, and when a product requires repair, issuing Return Authorizations in accordance with policies and procedures.

Types of Products we work with:

• Audio Recording Software:
  • Avid Pro Tools
  • Apple Logic Pro
  • Ableton Live
  • MOTU Digital Performer
  • Steinberg Cubase or Nuendo

• Hardware:
  • USB, Firewire, and/or PCI audio recording interfaces
  • Audio Mixing Boards or Recording Consoles
  • MIDI Keyboard Controllers

Requirements

Education and Experience:

• High School Diploma or equivalent
• Proven track record of delivering excellent customer service
• Familiarity with the inMusic product line

Technical Knowledge and 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 PC and Mac troubleshooting

Benefits

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