<p>Dealer Support Specialist</p> <p>Department: Technical Support</p> <p>Employment Type: Full Time</p> <p>Location: Cumberland, RI</p> <p>Reporting To: Alexander Smith</p> <p>Description</p> <p>The Dealer Support Specialist is part of inMusic's Customer Support department and reports directly to the Regional Manager of Customer Experience. This role is responsible for ensuring an excellent customer service experience and providing top-tier support for dealer and end-user customers. In this role, you'll be answering customer inquiries through our Freshdesk CRM and building, restoring, and maintaining customer satisfaction. You'll also be issuing return authorizations and providing technical support and guidance to customers.</p> <p>Key Responsibilities</p> <ul> <li>Provide Technical Support to customers and dealers via the company CRM and other channels, as required. </li><li>Maintaining quality and response times within our established Service Level Agreements. </li><li>Maintain knowledge of all existing and new products, emphasizing setup, practical use, and troubleshooting. </li><li>Process warranties, RMAs, and maintain dealer portals. </li><li>Author Technical Support FAQ entries & knowledge base entries. Submissions to be reviewed by management prior to publishing online. </li><li>Communicate instructions and support, either verbally or in writing. </li><li>Liaise with product development, technical writing, and other departments when feedback is warranted to improve customer experience. </li><li>Report trending product failures to our Product Quality Management team. </li><li>Report any account issues to the Regional Manager of Customer Experience. </li></ul> <p>Skills, Knowledge and Expertise</p> <ul> <li>High School Diploma or equivalent </li><li>Proven track record of delivering excellent customer service </li><li>Prior experience with CRM databases, sales order entry, and/or ERP systems (SAP, Salesforce, ZenDesk) </li><li>Experience in PC and Mac troubleshooting </li><li>Familiarity with the inMusic product line </li><li>Skilled in the use of Microsoft Office Suite (Excel, Teams, Outlook) </li><li>Prior web authoring, how-to, video product demonstration, or documentation experience a plus </li><li>Experience in music production software, MIDI, DAW recording, and USB computer audio and MIDI interfaces (Pro Tools, Logic, Ableton) preferred </li></ul> <p>Benefits</p> <ul> <li>Generous Vacation and Holiday Time </li><li>Medical, Vision, and Dental Benefits within first 30 days </li><li>Retirement Plans with Company Match </li><li>Employee Discount on inMusic products </li></ul>