Support Technician

Cambridge, MA - Full Time

We are seeking a responsible, driven, and organized individual with strong communication skills to join our support team. The ideal candidates must have good interpersonal skills to deal with customers and collaborate with other departments. The candidate must also possess a strong technical aptitude and broad knowledge of music technology.

Bachelor’s degree in a technical or audio-related field, or equivalent experience.
In-depth knowledge of Apple macOS and Microsoft Windows Operating Systems.
Proficiency with audio software and audio production on the macOS and Windows platforms.
Strong interpersonal and verbal skills with an ability to explain issues and solutions to all levels of technical/non-technical personnel.
Very strong written skills showing the ability to convey technical details accurately in a well-structured manner.
Ability to effectively prioritize and execute tasks in a high-pressure environment.

Provide all aspects of day-to-day Technical Support via online ticket, live chat, and phone.
Quickly diagnose product issues and provide solutions to get customers up and running.
Generate repair orders and verification of issues of returned devices for repair.
Test and verification of customer reported issues, and escalate to Technical Support team lead when necessary.
Work closely with the development team to help identify software and hardware issues.

This is a full-time and permanent entry-level position. Applicants must be available to work from our Cambridge, MA offices. Resume and cover letter required. No phone calls, please.