Product Support Specialist - Audio & Guitar Amplifiers

• Act as a direct escalation point for first-line support agents, assisting with complex support cases related to headphones, speakers, or guitar amplifiers
• Engage directly with consumers to resolve issues, ensuring timely and effective solutions
• Collaborate closely with the Product Support Manager and Specialists to ensure alignment and drive continuous improvements in support operations
• Provide guidance, expertise and training to first-line support agents, enabling them to handle cases more effectively
• Help improving CSAT score targets (customer satisfaction). Ensuring we meet customer expectations and uphold the high standards of our brand
• Perform hands-on testing, verification and in-depth troubleshooting of products to identify root causes and gain deeper understanding of product issues
• Help improve self service support content and share knowledge, and learnings across the support organisation
• Write troubleshooting guides, help articles and internal documentation
• Identify trends and patterns in customer feedback, acting as the “ear to the ground” to proactively report product and quality issues internally

• Proven experience providing technical support for consumer electronics products, ideally including hands-on or deep knowledge of guitar amplifiers, headphones, and speakers
• Strong product knowledge of audio equipment—especially headphones, speakers, and guitar amplifiers—either through professional experience or passionate interest
• Excellent communication and social skills with the ability to collaborate effectively across different teams
• Problem-solving mindset and troubleshooting experience with a focus to deliver a great customer journey
• Knowledge of warranty processes, returns/RMA, and replacement handling
• Fluency in English is a must
• Experience from working with case management systems like Salesforce, Zendesk or similar

any other EU-language is a nice bonus