Technical Support Specialist Level II

Summary

Join inMusic as a Level II Technical Support Agent and provide escalated technical support to end users and trade customers globally. You will be a key point of escalation for technical inquiries, ensuring high-quality customer service while meeting specific KPIs. Responsibilities include advanced technical support, identifying upselling opportunities, accurate reporting, bug reporting, knowledge base article creation, and collaborating with management. The ideal candidate possesses advanced knowledge of music technology software and hardware, experience with troubleshooting, and strong customer service skills. This role offers a competitive benefits package including paid time off, private healthcare, a pension scheme, remote work options, staff discounts, and a training and development allowance.

Requirements

• Possess advanced knowledge, and experience with music technology software (DAWs, plugins etc)
• Possess advanced knowledge of music technology hardware and relevant practices
• Possess advanced knowledge of analogue synthesisers and related setup & processes
• Have experience in reading schematics and service manuals, such that they can lookup parts at PCB and component level from a basic printed board diagram
• Possess strong knowledge of Mac and PC operating systems, and advanced knowledge of software troubleshooting practises
• Have proven customer service experience - ideally from within a technical, music or AV based industry
• Have experience with Microsoft Office 365 applications (Word, Excel, Outlook, Teams etc)
• Have experience with Freshdesk or similar ticket-based CMR platform
• Possess excellent attention to detail and problem resolution skills

Responsibilities

• Provide advanced and escalated technical support to distributors, direct trade customers and end users in all global territories
• Provide the highest quality of customer service; with performance being targeted against KPI’s (CSAT: 80%, FCR: 40%)
• Identify upselling opportunities through after-sales support, and positioning these to customers where applicable
• Ensure that reporting categories on support tickets are filled out correctly; and reporting trending cases to management teams
• Escalate and report bug reports and feature requests on our internal Jira platform where applicable
• Create knowledge base articles, video content, solutions, canned and automated responses for trending queries and submitting them to management for final review and publishing

Preferred Qualifications

Have experience with titles such as Logic, Pro Tools, Ableton and Serato

Benefits

• 24 days annual leave (+ public holidays)
• Private Healthcare
• Pension scheme
• InMusic UK Employee Assistance Programme
• Cycle To Work Scheme
• Remote / Hybrid working options available
• Staff discount on products sold by inMusic (for personal use only)
• ��1,000 annual allowance for training and development
• Sick pay