Technical Support Specialist (Synth) - Level II

Reporting to the European Service Manager, the job holder will be responsible for providing escalated technical support to end users and trade customers alike across all of our global territories; and from the agents assigned specialist categories (DJ, Production/MI, Software or Pro-Audio & Lighting, Moog & Synth Brands). Level II agents are one of the final points of escalation for technical support enquiries; and are expected to provide the highest quality of customer service at all times. Core Responsibilities Include:

• Providing advanced and escalated technical support to, distributors, direct trade customers and end users in all global territories.
• Providing the highest quality of customer service; with performance being targeted against KPI's (CSAT: 80%, FCR: 40%).
• Identifying upselling opportunities through after-sales support, and positioning these to customers where applicable.
• Ensuring that reporting categories on support tickets are filled out correctly; and reporting trending cases to management teams.
• Escalating and reporting bug reports and feature requests on our internal Jira platform where applicable.
• Creating knowledge base articles, video content, solutions, canned and automated responses for trending queries and submitting them to management for final review and publishing.
  
  Advanced knowledge, and experience with music technology software (DAWs, plugins etc). Experience with titles such as Logic, Pro Tools, Ableton and Serato would be highly advantageous.
• Advanced knowledge of music technology hardware and relevant practices.
• Advanced knowledge of analogue synthesisers and related setup & processes.
• Experience in reading schematics and service manuals, such that they can lookup parts at PCB and component level from a basic printed board diagram.
• Strong knowledge of Mac and PC operating systems, and advanced knowledge of software troubleshooting practises.
Proven customer service experience - ideally from within a technical, music or AV based industry.
• Experience with Microsoft Office 365 applications (Word, Excel, Outlook, Teams etc).
• Experience with Freshdesk or similar ticket-based CMR platform.
Excellent attention to detail and problem resolution skills.


• 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