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Technical Support Specialist Level II
Job in
Cumberland, Providence County, Rhode Island, 02864, USA
Listed on 2026-07-24
Listing for:
inMusic Brands, Inc.
Full Time
position Listed on 2026-07-24
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support, IT Support
Job Description & How to Apply Below
Technical Support Specialist Level II
Department: Technical Support
Employment Type: Full Time
Location: Cumberland, RI
DescriptionThe Technical Support Specialist Level II is part of in Music'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
- Familiarity with the in Music 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
- Microsoft Suite (Excel, Teams, Outlook)
- Prior experience with CRM databases, sales order entry, and/or ERP systems desired (SAP, Salesforce, Zen Desk)
- 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)
- Generous Holiday Time
- Medical, Vision, and Dental Benefits within first 30 days
- Retirement Plans with Company Match
- Employee Discount on in Music products
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