AMS - Technical Support Specialist

Don't Skip a Beat, Apply to JAM Industries!

JAM, making the world sound better, one brand at a time! Since 1972, JAM has grown to be one of the largest distributors of consumer electronic goods, pro-audio equipment, and musical instruments. Come join us to stay true to our mission of delivering only the best customer service!

Technical Support Specialist – Pro Audio

We are seeking a Technical Support Specialist with a strong background in audio technology to join our team. This role combines technical expertise, customer support, and communication skills in a fast-paced, client-facing environment supporting professional audio products.

The ideal candidate brings hands-on experience in live sound, audio production, or music technology, along with the ability to translate technical knowledge into clear, customer-friendly solutions.

Key Responsibilities

• Provide technical support to customers via phone, email, and helpdesk systems
• Troubleshoot audio equipment issues (e.g., mixers, microphones, signal flow)
• Deliver clear, accurate, and timely solutions to customer inquiries
• Document customer interactions and maintain accurate records
• Support internal teams with product knowledge and issue resolution
• Represent the brand professionally in all customer interactions
• Participate in ongoing product and technical training

First 30 Days – What Success Looks Like

• Complete onboarding and product training with the team
• Shadow team members and learn common customer issues
• Begin responding to basic customer inquiries independently
• Escalate complex issues appropriately while building technical confidence

Qualifications

Required:

• Diploma or formal training in Audio Engineering, Recording Technology, or related field (or equivalent hands-on experience)
• Experience in: live sound (FOH, events, corporate AV), audio production or music environments
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• High attention to detail and accuracy

Preferred:

• Experience in customer service, retail, or client-facing roles
• Familiarity with audio brands and equipment (e.g., mixing consoles, microphones)
• Experience with helpdesk platforms (e.g., Zoho Desk or similar)
• Basic proficiency in Microsoft Excel and Office tools

Key Competencies

• Customer-focused mindset
• Strong technical aptitude in audio systems
• Detail-oriented and highly accurate
• Comfortable on phone and video communication
• Organized with strong documentation habits

Work Environment

• Flexible schedule including evenings and weekends
• Fast-paced, team-oriented environment
• Exposure to professional audio brands and real-world technical scenarios

Ready to join our team? Here is why we are one big, happy JAMily…

• Group Insurance Benefits: Health & Dental, Vision, Life, Critical Illness, Short-Term and Long-Term Disability.
• Wellness Incentive Program and an Employee Assistance Program.
• RRSP matching program.
• Work-life balance is key: Flextime, summer hours, paid vacation, personal time off.
• We value work life balance and offer a casual and fun environment.
• Lively social calendar…there's always something for everyone!
• Generous employee discount on all our cool gear.
• On-going learning opportunities.
• Not to mention the opportunity to work in a highly talented, winning team!

Safety Statement: We are committed to providing a safe and healthy work environment. All candidates should expect adherence to workplace safety protocols, including compliance with local health and safety regulations and internal safety standards. Diversity Statement: We value diversity and inclusion, striving to create a culture where everyone feels included and celebrated. We are committed to flexible working arrangements to meet the diverse needs of our team members and stakeholders. Join us in shaping the future of DCC Technology and drive forward initiatives that make a real difference.