AMS - Technical Support Specialist

Job summary

Provide technical support to clients and dealers via phone and email while troubleshooting pro-audio, keyboard, and DJ equipment. Educate customers on product setup and usage while maintaining a strong understanding of assigned product lines.

Job details

Don't skip a beat, apply to JAM Industries! JAM, making the world sound better, one brand at a time! Do these words sound like music to your ears? 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! SUMMARY: We are currently seeking a Pro Audio Technical Support person to join our American Music & Sound Support Team. ESSENTIAL DUTIES AND RESPONSIBILITIES: Report to the Manager of Technical Support. Provide technical support to clients and dealers via phone and email. Assist with product information, troubleshooting, and technical questions. Develop a strong understanding of assigned product lines and common technical issues. Diagnose product problems and recommend appropriate solutions. Educate clients on the correct setup and use of products. Support a wide range of customers, including: Sound and touring engineers, DJs, Artists, Dealers, and everyday end users Adjust the level and style of technical support based on each customer's technical knowledge. Provide dealers with appropriate technical and pricing information. Support Pro Audio, keyboard, and DJ product lines, including: Allen & Heath, Nord, CAD, Fostex, Reloop, and other keyboard and DJ brands. MINIMUM REQUIREMENTS: D.E.S (High-School leaving) preference will be given to those with technical experience or training. Proficiency with Microsoft Office Applications. Excellent communications skills (written/verbal) and interpersonal skills. Demonstrated organizational ability and follow-through. Demonstrated ability to work in a fast paced, dynamic environment. Demonstrated ability to work harmoniously in a team as well as autonomously. Must be able to work Canadian Holidays that do not correspond with US holidays Strong attention to detail. Spanish will be considered an asset. Candidates must be Bilingual in French and English (English is required as we do Business across Canada and the US). PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. DIVERSITY STATEMENT: At DCC Technology, we deeply value diversity and inclusion. We recognize the unique contributions each team member brings to our dynamic culture and are dedicated to fostering an inclusive environment where every individual feels valued, heard, and celebrated. Our commitment extends to offering flexible working arrangements, ensuring that we accommodate the diverse needs of our colleagues and stakeholders. By joining us, you'll be part of shaping the future at DCC Technology, driving forward initiatives that not only make a real difference but also reflect the rich tapestry of our global community. Let's innovate together, embracing diversity to inspire groundbreaking solutions. Why Join Us Ready to join our team? Here’s why … Comprehensive group benefits: Health, Dental, Vision, Life, Critical Illness, Short- and Long-Term Disability Wellness Incentive Program and Employee Assistance Program RRSP / 401(k) matching program Work-life balance matters: Flextime, summer hours, paid vacation, and personal time off A casual, fun, and collaborative work environment Lively social calendar—there’s always something for everyone Generous employee discounts on our products Ongoing learning and development opportunities The chance to work alongside a highly talented, high-performing team Workplace Commitments We are committed to providing a safe and healthy work environment. All employees are expected to follow workplace safety protocols, including compliance with local regulations and internal standards, to ensure the well-being of everyone. We are dedicated to fostering a workplace where individuals feel respected, supported, and able to contribute fully. We recognize that different perspectives and experiences strengthen our teams and drive better outcomes for our employees and customers. Nexora and its family of brands, including JAM and Almo, are equal opportunity employers. All employment decisions are made without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable law.

What you’ll do

Provide technical support to clients and dealers via phone and email while troubleshooting pro-audio, keyboard, and DJ equipment. Educate customers on product setup and usage while maintaining a strong understanding of assigned product lines.

Requirements

Candidates must be bilingual in French and English and possess strong communication and organizational skills. A high school diploma is the minimum requirement, with preference given to those with technical experience or training.

Benefits

• Health insurance • Dental insurance • Vision insurance • Life insurance • Critical illness insurance • Short-term disability • Long-term disability • Wellness incentive program • Employee assistance program • RRSP matching • 401(k) matching • Flextime • Summer hours • Paid vacation • Personal time off • Employee discounts

Listed skills

• French · Preferred
• Customer service · Preferred
• Microsoft Office · Preferred
• English · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Troubleshooting
• Pro audio
• Customer service
• Communication skills
• Interpersonal skills
• Microsoft office
• Organizational ability
• Bilingual
• French
• English
• Product knowledge
• Problem diagnosis
• Client education
• Technical Issues
• Organizational Skills
• Time Off Management
• Follow Through
• Bilingual (French/English)
• Multilingualism
• Customer Service
• Communication
• Discounts And Allowances
• Employee Assistance Programs
• English Language
• Spanish Language
• Interpersonal Communications
• Microsoft Office
• Professional Audio
• Troubleshooting (Problem Solving)
• Workplace Safety
• Detail Oriented

Job areas

• Customer Service & Support
• Technology
• Creative & Media
• Technical Support Specialist
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists