The Technical Support Specialists at Solid State Logic is responsible for providing technical support, advice, and assistance to consumers and businesses with technical, hardware, and software system problems. Specialists generally deal directly with end users and must effectively communicate answers in a way they can understand. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give remote help at the desktop level.
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 NY and UK teams to resolve a variety of issues
Staying current with system information, changes, and updates
Ability to effectively provide solutions to our valued customers to the highest standard
Expert knowledge Audio Recording concepts including DAWs, signal flow, interfaces, MIDI etc. is required
Knowledge of recording devices, plug in software, musical instruments and other music gear including microphones, drums, keyboards, etc. is required
Strong working knowledge of computers and computer operating systems
Ability to communicate clearly, positively and decisively to multiple levels of customer technical ability
Desire to pay close attention to detail, high level of organization, and the responsibility to promptly completion of assigned tasks
Comfortable with multitasking is essential
Exceptional Customer Service experience/attitude
Significant aptitude troubleshooting recording studio and live production issues
Ability to work with email programs, Microsoft Word & Excel a must.
Familiarity with ZenDesk a plus.
About Solid State Logic
Group One Ltd. is a US importer and distributor for a number of professional audio and lighting manufacturers. The company’s audio division currently distributes Calrec broadcast solutions, DiGiCo digital mixing consoles, KLANG:technologies 3D immersive in-ear monitor mixing systems, Solid State Logic recording solutions, MC2 high quality innovative amplifiers, and XTA digital signal processing equipment and integrated amplification. The lighting division currently distributes Avolites lighting control consoles and ElektraLite LED fixtures.