Technical Service Representative

Do you enjoy helping people solve technical problems? Join our Technical Service Department and support customers using our music-related hardware, software, and connected products. In this role, you'll provide first-level technical support primarily by telephone. You'll help customers diagnose problems, explain solutions clearly, and follow through to resolution while building lasting customer relationships. What you'll do • Troubleshoot hardware, software, electrical, and connectivity issues. • Guide customers with varying levels of technical knowledge through troubleshooting steps and solutions. • Maintain accurate service records and follow established support policies and procedures. • Communicate effectively with customers, technicians, and other teams within the company. • Work with engineers to improve product support. What you'll bring • An associate degree or equivalent in electronics, computers. • The ability to diagnose and troubleshoot hardware and software problems. • Comfort using computers and understanding of internet connectivity. • Clear communication skills and a customer-focused approach grounded in empathy and timely support. • Strong attention to detail and follow-through. • A willingness to learn new products and technologies. Previous customer service experience in a technical support environment is preferred. Training and work environment We provide in-house product training. Once you have developed the necessary product knowledge, you may choose to continue working on-site or work remotely. No travel is required. Compensation and benefits We offer competitive pay and a benefits package that includes vacation, paid holidays, medical and dental coverage, and a 401(k).