Tech Support Specialist

About Us:

At Radial Engineering Ltd., we are at the forefront of audio innovation, providing cutting-edge solutions that elevate sound experiences for professionals and enthusiasts alike. We are dedicated to delivering superior products and exceptional customer service in the audio industry.

Position Overview:

We are seeking a knowledgeable and customer-focused Tech Support Specialist to join our team. The ideal candidate will have a strong technical background in audio equipment and systems, along with exceptional problem-solving and communication skills. This role is crucial in ensuring our customers receive the support they need to maximize their use of our products. This role will be an internal position with the goal of a hybrid working position once confidence levels are met.

Key Responsibilities

Tech Support:

• Provide expert-level technical assistance to customers via phone, and email, addressing inquiries related to Radial products and their applications
• Diagnose and troubleshoot Radial products, offering clear and actionable solutions to resolve problems.
• Assist customers with setup, operation, and routing of Radial products within a system
• Assist customers with having their products repaired via warranty, or non-warranty policies
• Working with the sales department for dealer support with pre and post-sales product support, technical inquiries, and return authorizations

Product Knowledge and Skillset:

• An exceptional understanding of signal flow.
• An understanding of how different audio levels interface within a Pro Audio system.
• A general understanding of electronic circuitry and components.
• Maintain an in-depth understanding of the Radial product line, including specifications, features, and common applications.
• Maintain an up-to-date knowledge of currently available products and technologies within the Pro Audio and Music Industry market segments.

Customer Interaction:

• Natural communicator with the ability to take technical knowledge and relay the information in an easy to understand format.
• Have an approachable demeanor in verbal and written communications.
• Deliver exceptional customer service, ensuring a positive experience and high personal satisfaction levels.
• Provide customer service with the ability to represent the trusted Radial brand with professionalism while keeping a customer-centric approach.
• Must be fluent in English, other languages are a bonus.

Qualification Pre-requisites:

• Formal Audio Engineering education, or 2+ years working experience in studio or live audio.
• Strong knowledge of audio equipment, signal flow, common Digital Audio Workstation software and related technologies.
• Proven experience (2+ years) in a technical/customer service support role, preferably within the audio industry would be an asset.
• Music Industry retail experience would be an asset.
• Excellent troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Outstanding communication skills, both verbal and written, with a customer-centric approach.
• Proficiency in Microsoft Office software, and online cloud ERP software.
• Ability to work independently and manage multiple tasks effectively in a fast-paced environment.
• A passion for being involved in the Music Industry is required.