Technical Support Specialist Level II

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., * 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

• 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)

Pulled from the full job description

• Health insurance
• Retirement plan
• Employee discount
• Vision insurance
• Dental insurance, * Generous Holiday Time
• Medical, Vision, and Dental Benefits within first 30 days
• Retirement Plans with Company Match
• Employee Discount on inMusic products

inMusic is the parent company for a family of premier brands that includes AIR Music Technology, Akai Professional, Alesis, Alto Professional, Denon DJ, Denon Pro, Marantz Professional, HeadRush, ION Audio, Marq Lighting, M-Audio, MixMeister, Moog, Numark, Rane, and Sonivox. Committed to pushing the boundaries of innovation in the DJ, music production, live sound, musical instrument, pro audio, lighting and consumer electronics industries, each of inMusic’s brands creates cutting-edge products that incorporate and build upon the latest in engineering, design, and technology.