Technical Support, Level 1

Loud Audio LLC • Bothell, WA

7h • $22 • Onsite

About The Position

As a Technical Support Representative (Level 1), you will provide support for Mackie’s pro-audio products across phone, email, and chat. You will assist both internal and external customers by troubleshooting issues, verifying specifications, processing spare parts requests, and supporting pre-sales inquiries. Using established service policies, you will apply effective troubleshooting methods to deliver a consistent and professional customer experience.

Requirements

• 2+ years of experience in customer support, technical support, or helpdesk roles.
• 2+ years of hands-on experience with digital, analog, sound reinforcement products, or audio networking.
• Experience in B2B or B2C technical customer support preferred.
• Experience with NetSuite, Zendesk, MS Office, and Adobe Creative Suite is a plus.
• Strong critical thinking, problem-solving, and attention to detail, ensuring accurate issue resolution.
• Excellent written and verbal communication skills.

Nice To Haves

• Experience in B2B or B2C technical customer support preferred.
• Experience with NetSuite, Zendesk, MS Office, and Adobe Creative Suite is a plus.

Responsibilities

• Provide prompt, professional support to customers across phone, email, and chat.
• Listen to customer concerns and deliver clear, accurate solutions.
• Maintain a calm and helpful approach when handling challenging situations.
• Ensure a consistent and positive customer experience across all interactions.
• Develop and maintain working knowledge of Mackie products, systems, and common technical issues.
• Assist customers with system setup, troubleshooting, specifications, and product recommendations.
• Communicate technical information in clear, simple terms for all customer skill levels.
• Utilize remote diagnostic tools, ticketing systems, and troubleshooting protocols.
• Efficiently manage multiple cases, knowing when to escalate and when to persist in resolving issues.
• Ability to identify and recommend escalation of product quality concerns.
• Stay updated on new product technologies, including networking and wireless/Bluetooth capabilities.
• Provide accurate product specifications and verify technical details.
• Assist with spare parts requests, including part number verification, pricing, and availability.
• Process spare parts and advance replacement orders from entry to fulfillment.
• Review and process service center preauthorizations and claims.
• Maintain accurate documentation of customer interactions, ensuring follow-ups and resolutions are properly recorded.
• Maintain and update customer accounts and profiles.
• Support special projects and additional tasks as needed.

Benefits

• LOUD Audio offers a comprehensive benefits package, including a 401(k) match, 15 days of paid time off accrued in the first year, 10 paid holidays, and up to 2 floating holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed