Technical Support Specialist - Professional Audio

Keenfinity•Burnsville, MN

9d•Onsite

About The Position

Electro-Voice Dynacord is seeking a customer-focused Technical Support Specialist to provide frontline technical support for professional audio products across the Americas. This position serves as the first point of contact for customers seeking technical assistance and is responsible for diagnosing issues, resolving common problems, documenting support cases, and escalating complex issues to advanced support teams when necessary. Successful candidates will combine strong technical troubleshooting skills with exceptional customer service capabilities and a commitment to delivering a positive customer experience.

Requirements

Associate's degree, technical certification, or equivalent experience.
Knowledge of loudspeakers, amplifiers, DSP platforms, networking, and audio signal flow is required.
Minimum 2–5 years of technical support, field support, or customer support experience.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to explain technical concepts to customers of varying skill levels.
Experience using CRM or case management systems.
Demonstrated customer service skills with the ability to remain professional, empathetic, and solution-focused when supporting customers.
Experience supporting professional audio systems.
Ability to work on staggered schedules supporting 7:00 a.m. – 7:00 p.m. Central Time coverage.
Ability to work from Burnsville, Minnesota.
Indefinite U.S. work authorized individuals only.
Future sponsorship for work authorization is not available.

Nice To Haves

CTS certification
Experience with Electro-Voice, Dynacord, Sonicue, IRIS‑Net, or similar platforms.
Familiarity with Dante, AV networking, and audio system configuration.
Experience creating technical documentation or knowledge base articles.
Professional proficiency in Spanish, French, or Portuguese is considered a strong advantage.
Experience supporting customers across multiple countries, languages, and cultures.
Professional proficiency in both English and Spanish.
Ability to provide phone, email, and chat support in both languages.
Ability to translate customer requirements and technical solutions accurately.
Support for customers throughout the Americas as needed.

Responsibilities

Provide phone, email, and chat support for Electro-Voice and Dynacord products.
Serve as the primary technical point of contact for customers throughout the Americas.
Deliver professional, empathetic, and technically accurate customer assistance.
Assist customers with product configuration, setup, operation, and troubleshooting.
Create and maintain support cases in Service Cloud.
Document all customer interactions and technical findings.
Ensure accurate and complete case records.
Manage support cases through resolution or escalation.
Diagnose user errors, configuration issues, and potential product failures.
Resolve common and recurring technical issues.
Determine when escalation to Growth Technical Support is required.
Initiate RMAs when technically justified.
Identify recurring issues and support trends.
Create new knowledge base articles when gaps are identified.
Improve existing documentation based on customer interactions.
Contribute to continuous improvement of support processes.
Work closely with Growth Technical Support and Engineering teams.
Participate in product and technical training.
Support internal testing and validation activities as needed.
Assist with development of customer-facing documentation.