Product Support Specialist - Music Technology

Sweetwater, the nation’s #1 online retailer of pro audio equipment and music instruments is seeking to hire a Product Support Specialist to add to our growing Technical Support team. As a Product Support Specialist, you will be responsible for providing music and audio technology gear support to Sweetwater customers. We are seeking people who have the patience and ability to understand and explain technical issues to users at skill levels from beginner to professionals. This is not a remote role and would require relocation to Fort Wayne, IN.

Job Responsibilities

• Deliver service and support to customers via phone, email, and remote connection over the internet
• Creating and maintaining records of customer service incidents
• Working with our numerous vendors to resolve a variety of issues
• Staying current with system information, changes, and updates

• Expert knowledge of MIDI, Synths and Audio Recording concepts including DAWs, signal flow, interfaces, etc. is required
• Expert working knowledge of Live Sound Engineering concepts and pro audio equipment including sound boards, signal flow, PA and backline products is required
• Knowledge of musical instruments and other music gear including microphones, drums, keyboards, etc. is required
• Strong working knowledge of computer operating systems
• Ability to communicate clearly and positively
• Desire to pay close attention to detail, high level of organization, and the responsibility to promptly complete assigned tasks
• Exceptional Customer Service experience
• High School diploma or equivalent
• Degree or Certificate in Music Technology or similar preferred
• Significant experience troubleshooting live sound and recording studio issues

• WOWs The Customer - Deep passion and desire for creating amazing customer & colleague experiences
• Gets Things Done - Great work ethic and moves with a sense of urgency
• Obsesses over the Details – committed to paying attention to the details
• Drives Continuous Improvement – Always focusing on effective and efficient work and way to get better
• Develops the Future – committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey

Sweetwater’s culture is built upon celebrating the creative creation of music, which unifies people from all walks of life. Our individual differences make Sweetwater stronger as a company and a better place to work as we respect, learn, and grow from each team member’s unique perspective and experience. We have welcomed thousands of employees and their families from all over the world, and we invite you to discover why we consider a career at Sweetwater the full-time dream.