Technical Support Specialist - Professional Audio

Job description

Electro‑Voice Dynacord is seeking a customer‑focused Technical Support Specialist to provide frontline technical support for professional audio products across the Americas. This position serves as the first point of contact for customers seeking technical assistance and is responsible for diagnosing issues, resolving common problems, documenting support cases, and escalating complex issues to advanced support teams when necessary. Successful candidates will combine strong technical troubleshooting skills with exceptional customer service capabilities and a commitment to delivering a positive customer experience. Key Responsibilities Customer Support Provide phone, email, and chat support for Electro‑Voice and Dynacord products. Serve as the primary technical point of contact for customers throughout the Americas. Deliver professional, empathetic, and technically accurate customer assistance. Assist customers with product configuration, setup, operation, and troubleshooting. Case Management Create and maintain support cases in Service Cloud. Document all customer interactions and technical findings. Ensure accurate and complete case records. Manage support cases through resolution or escalation. Technical Troubleshooting Diagnose user errors, configuration issues, and potential product failures. Resolve common and recurring technical issues. Determine when escalation to Growth Technical Support is required. Initiate RMAs when technically justified. Knowledge Management Identify recurring issues and support trends. Create new knowledge base articles when gaps are identified. Improve existing documentation based on customer interactions. Contribute to continuous improvement of support processes. Collaboration Work closely with Growth Technical Support and Engineering teams. Participate in product and technical training. Support internal testing and validation activities as needed. Assist with development of customer-facing documentation. Required Qualifications Associate's degree, technical certification, or equivalent experience. Knowledge of loudspeakers, amplifiers, DSP platforms, networking, and audio signal flow is required. Minimum 2–5 years of technical support, field support, or customer support experience. Strong troubleshooting and problem-solving skills. Excellent verbal and written communication skills. Ability to explain technical concepts to customers of varying skill levels. Experience using CRM or case management systems. Demonstrated customer service skills with the ability to remain professional, empathetic, and solution-focused when supporting customers. Experience supporting professional audio systems. Preferred Qualifications CTS certification Experience with Electro‑Voice, Dynacord, Sonicue, IRIS‑Net, or similar platforms. Familiarity with Dante, AV networking, and audio system configuration. Experience creating technical documentation or knowledge base articles. Professional proficiency in Spanish, French, or Portuguese is considered a strong advantage. Experience supporting customers across multiple countries, languages, and cultures. Additional Requirements Ability to work on staggered schedules supporting 7:00 a.m. – 7:00 p.m. Central Time coverage. Ability to work from Burnsville, Minnesota. Occasional travel for training, product launches, or industry events. Technical Support Specialist (Bilingual) One of the two positions should additionally require: Professional proficiency in both English and Spanish. Ability to provide phone, email, and chat support in both languages. Ability to translate customer requirements and technical solutions accurately. Support for customers throughout the Americas as needed. The U.S. hourly rate for this full-time position is from $28.33-$33.65 per hour. Within the range, individual pay is determined based on several factors, including, but not limited to, work experience and job knowledge, complexity of the role, job location, etc. In addition to base salary, full-time employees are eligible to participate in Keenfinity Group's (US) Health and Welfare Benefit Plans—including medical, dental, vision, disability, and life insurance—as well as the company’s 401(k) plan, subject to the terms and conditions of the respective plan documents. Full-time employees are eligible to participate in Keenfinity Group’s paid time off and sick leave programs in accordance with applicable policies. Reasonable accommodations may be made, to the extent they do not pose an undue hardship, to enable qualified individuals with covered disabilities to perform essential functions. Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available. All of your information will be kept confidential according to EEO guidelines. At Keenfinity we don’t just build innovative solutions — we shape a smarter, more connected world through technology. We value different backgrounds, ideas, and experiences and we’re committed to growing, learning, and celebrating success as one team. Everyone is welcome here — we foster an environment where everyone is respected, valued, and encouraged to be their authentic self. Keenfinity is an equal opportunity employer, offering equal opportunities for all. We welcome applications from people with disabilities and can offer support, if needed. When everyone has a chance to contribute, we all do better. #Electro-Voice Dynacord The Audio Business Division of Electro-Voice Dynacord LLC is headquartered in Burnsville, Minnesota. Our product segments include Critical Communications Systems, Pro Sound, and Public Address & Conferencing. With our premium brands: Dynacord, Electro-Voice, RTS and Telex , we are committed to delivering innovative solutions that shape the future of sound. At KEENFINITY, we are a globally leading provider of innovative and professional security and communication solutions. With over 4,200 employees in over 50 countries worldwide, our ambition is clear: we offer more than just technology – we secure, connect, and amplify the moments that matter in life. Next to our passion for technology we’re very passionate about our work environment. Based on values such as trust, appreciation, and accountability we all work together to shape the future – boldly, customer-focused and with a strong team spirit.