Product Support Specialist - Music Technology

About the position

Sweetwater, the nation's #1 online retailer of pro audio equipment and music instruments is seeking to hire a Product Support Specialist to add to our growing Technical Support team. As a Product Support Specialist, you will be responsible for providing music and audio technology gear support to Sweetwater customers. We are seeking people who have the patience and ability to understand and explain technical issues to users at skill levels from beginner to professionals. This is not a remote role and would require relocation to Fort Wayne, IN.

Responsibilities

• Deliver service and support to customers via phone, email, and remote connection over the internet
• Creating and maintaining records of customer service incidents
• Working with our numerous vendors to resolve a variety of issues
• Staying current with system information, changes, and updates

Requirements

• Expert knowledge of MIDI, Synths and Audio Recording concepts including DAWs, signal flow, interfaces, etc. is required
• Expert working knowledge of Live Sound Engineering concepts and pro audio equipment including sound boards, signal flow, PA and backline products is required
• Knowledge of musical instruments and other music gear including microphones, drums, keyboards, etc. is required
• Strong working knowledge of computer operating systems
• Ability to communicate clearly and positively
• Desire to pay close attention to detail, high level of organization, and the responsibility to promptly complete assigned tasks
• Exceptional Customer Service experience
• High School diploma or equivalent
• Degree or Certificate in Music Technology or similar preferred
• Significant experience troubleshooting live sound and recording studio issues