AMS - Technical Support Specialist

Job Description: Technical Support Specialist – Pro Audio Overview We are seeking a Technical Support Specialist with a strong background in audio technology to join our team. This role combines technical expertise, customer support, and communication skills in a fast-paced, client-facing environment supporting professional audio products. The ideal candidate brings hands-on experience in live sound, audio production, or music technology, along with the ability to translate technical knowledge into clear, customer-friendly solutions. Key Responsibilities Provide technical support to customers via phone, email, and helpdesk systems Troubleshoot audio equipment issues (e.g., mixers, microphones, signal flow) Deliver clear, accurate, and timely solutions to customer inquiries Document customer interactions and maintain accurate records Support internal teams with product knowledge and issue resolution Represent the brand professionally in all customer interactions Participate in ongoing product and technical training First 30 Days – What Success Looks Like Complete onboarding and product training with the team Shadow team members and learn common customer issues Begin responding to basic customer inquiries independently Escalate complex issues appropriately while building technical confidence Qualifications Required: Diploma or formal training in Audio Engineering, Recording Technology, or related field (or equivalent hands-on experience) Experience in: Live sound (FOH, events, corporate AV) Audio production or music environments Strong troubleshooting and problem-solving skills Excellent written and verbal communication skills High attention to detail and accuracy Preferred: Experience in customer service, retail, or client-facing roles Familiarity with audio brands and equipment (e.g., mixing consoles, microphones) Experience with helpdesk platforms (e.g., Zoho Desk or similar) Basic proficiency in Microsoft Excel and Office tools Key Competencies Customer-focused mindset Strong technical aptitude in audio systems Detail-oriented and highly accurate Comfortable on phone and video communication Organized with strong documentation habits Work Environment Flexible schedule including evenings and weekends Fast-paced, team-oriented environment Exposure to professional audio brands and real-world technical scenarios