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.
Requirements
The Successful Candidate Will Have:
- 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.
Benefits
- 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
