Technical Support, Level 1

As a Technical Support Representative (Level 1), you will provide support for Mackie's pro-audio products across phone, email, and chat. You will assist both internal and external customers by troubleshooting issues, verifying specifications, processing spare parts requests, and supporting pre-sales inquiries. Using established service policies, you will apply effective troubleshooting methods to deliver a consistent and professional customer experience., Customer Support & Service

• Provide prompt, professional support to customers across phone, email, and chat.
• Listen to customer concerns and deliver clear, accurate solutions.
• Maintain a calm and helpful approach when handling challenging situations.
• Ensure a consistent and positive customer experience across all interactions.

Technical Troubleshooting & Support

• Develop and maintain working knowledge of Mackie products, systems, and common technical issues.
• Assist customers with system setup, troubleshooting, specifications, and product recommendations.
• Communicate technical information in clear, simple terms for all customer skill levels.
• Utilize remote diagnostic tools, ticketing systems, and troubleshooting protocols.
• Efficiently manage multiple cases, knowing when to escalate and when to persist in resolving issues.
• Ability to identify and recommend escalation of product quality concerns.
• Stay updated on new product technologies, including networking and wireless/Bluetooth capabilities.

Administrative & Operational Support

• Provide accurate product specifications and verify technical details.
• Assist with spare parts requests, including part number verification, pricing, and availability.
• Process spare parts and advance replacement orders from entry to fulfillment.
• Review and process service center preauthorizations and claims.
• Maintain accurate documentation of customer interactions, ensuring follow-ups and resolutions are properly recorded.
• Maintain and update customer accounts and profiles.
• Support special projects and additional tasks as needed.

Do you have experience in Task prioritization?, * 2+ years of experience in customer support, technical support, or helpdesk roles.

• 2+ years of hands-on experience with digital, analog, sound reinforcement products, or audio networking.
• Experience in B2B or B2C technical customer support preferred.
• Experience with NetSuite, Zendesk, MS Office, and Adobe Creative Suite is a plus.
• Strong critical thinking, problem-solving, and attention to detail, ensuring accurate issue resolution.
• Excellent written and verbal communication skills.

Supervisory Responsibility: None

Work Environment: This role operates in a fast-paced, in-office environment with moderate noise levels and may require extended hours, early or late meetings, and occasional travel. The position involves extended periods of sitting, occasional lifting of up to 25 pounds, and standard office mobility. It also requires vision, dexterity, clear communication, and mental stamina for problem-solving and task prioritization. Reasonable accommodations are available.

Pulled from the full job description

• 401(k) matching
• Paid time off
• Paid holidays, Salary and Benefits: This is a full-time, hourly non-exempt position with starting hourly wage of $22/hour based on experience. LOUD Audio offers a comprehensive benefits package, including a 401(k) match, 15 days of paid time off accrued in the first year, 10 paid holidays, and up to 2 floating holidays.

Relocation and Sponsorship: This role is fully onsite in Bothell, WA and requires regular in-office attendance. Applicants must be authorized to work in the United States at the time of application. LOUD Audio does not offer visa sponsorship for this role, now or in the future. The Company complies with all applicable federal, state, and local laws regarding non-discrimination in employment at all its locations.