Technical Support Specialist (Synth) - Level II

To thrive as a Technical Support Specialist (Synth) - Level II at inMusic, candidates should possess advanced knowledge of music technology software and hardware, particularly familiar titles such as Logic, Pro Tools, and Ableton. Experience with analogue synthesizers, strong customer service skills from a technical background, and proficiency with operating systems are essential to excel in this role.

As a Technical Support Specialist (Synth) - Level II at inMusic, you'll be responsible for providing advanced technical support to direct trade customers, distributors, and end-users globally. Your role will involve addressing escalated inquiries, identifying trends, and escalating issues while providing the highest quality of customer service to foster lasting relationships with our clients.

The primary responsibilities for a Technical Support Specialist (Synth) - Level II at inMusic include delivering escalated technical support globally, ensuring correct reporting on support tickets, identifying upselling opportunities, and creating valuable content for our knowledge base. Your key performance indicators will center around customer satisfaction and first contact resolution rates.

The role at inMusic offers a wide array of benefits including 24 days of annual leave, private healthcare, a pension scheme, remote working options, and a generous annual allowance for personal and professional development. Additionally, employees enjoy discounts on inMusic products and a supportive culture focused on growth and satisfaction.

Essential experience for the Technical Support Specialist (Synth) - Level II position includes advanced knowledge of music technology software and hardware, proven customer service skills in technical support, and a familiarity with working on ticket-based CRM platforms like Freshdesk. A strong understanding of both Mac and PC systems is also necessary to effectively troubleshoot software-related issues.

InMusic provides its Technical Support Specialist (Synth) - Level II employees with a £1,000 annual allowance for training and development, ensuring you have the resources to enhance your skills and stay updated with the latest industry trends. This commitment to continuous development sets inMusic apart in creating a knowledgeable and empowered workforce.

Yes, the Technical Support Specialist (Synth) - Level II role at inMusic offers remote and hybrid working options, allowing you the flexibility to balance your work environment with your personal life effectively. This is one of the many perks that contributed to a supportive work culture at inMusic.

When answering this question, focus on specific software titles you've used, such as Logic or Ableton. Discuss how your familiarity with these tools allows you to troubleshoot effectively, enhance customer satisfaction, and provide in-depth technical support tailored to the user's needs.

It's key to demonstrate your problem-solving skills and empathy. Use the STAR method (Situation, Task, Action, Result) to recount a specific incident, highlighting the actions you took to resolve the issue and ensure the customer left satisfied.

Explain your approach to prioritization based on urgency, complexity, and impact. Outline how you categorize support tickets and handle escalations effectively, while maintaining high customer service standards throughout.

Choose a common concept, such as oscillation, and simplify your explanation using relatable analogies. The ability to communicate complex ideas simply illustrates strong technical knowledge and an ability to engage with diverse clients.

Discuss the CRM tools you are familiar with, such as Freshdesk. Emphasize the importance of keeping track of customer interactions, ensuring responses are timely, and how such tools help in monitoring performance against KPIs essential for the role.

Highlight the importance of listening to the customer, assuring them of the escalation process, and maintaining clear communication while you seek a resolution. It's critical to manage their expectations while gathering all necessary information to report effectively.

Explain how you would gauge the customer's needs, present relevant solutions without being pushy, and tie in the benefits of upselling to enrich their experience with inMusic's products. Showcase your customer-oriented approach coupled with sales savvy.

Discuss your experience in drafting technical documentation. Highlight clarity, conciseness, logical structure, and the importance of catering to various customer levels when creating knowledge base articles, which are vital resources for both team members and customers.

Outline your personal customer service philosophy, focusing on active listening, empathy, and following up to ensure resolution. Discuss how establishing a connection and understanding customer frustration helps deliver an outstanding support experience.

Mention subscribing to industry-related newsletters, participating in webinars, joining forums, and actively engaging with products from inMusic to maintain a current knowledge base that directly benefits your performance in the Technical Support Specialist role.