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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist Level II - **Company:** Inmusic LLC - **Location:** Cumberland, RI, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Microsoft Windows, Android Software Development, Apple IOS, Apple Mac Systems, Microsoft Outlook, Customer Data Management, Firmware, Microsoft Office, Salesforce.Com, SAP (Applications), Traktor, Zendesk - **Published:** July 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=508182e9447ed512 ## About the Role * 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) ## 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., * 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 ## Related Videos - [Playing Pong on a shoulder press machine](https://www.wearedevelopers.com/videos/100140-playing-pong-on-a-shoulder-press-machine) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Fingerboard to Keyboard: Transposing One Profession to Another](https://www.wearedevelopers.com/videos/868-fingerboard-to-keyboard-transposing-one-profession-to-another) - [Agent Smith Gets Hardware: Autonomous IoT Hacking From Debug Port to Cloud API](https://www.wearedevelopers.com/videos/100258-agent-smith-gets-hardware-autonomous-iot-hacking-from-debug-port-to-cloud-api) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [When Agents Meet Legacy: Never Change a Running System](https://www.wearedevelopers.com/videos/100320-when-agents-meet-legacy-never-change-a-running-system) ## Related Articles - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology)