Technical Service Representative

AMI Entertainment Network; Grand Rapids (MI); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Vacation time

Paid holidays

Medical coverage

Dental coverage

401(k)

Job summary

AMI Entertainment Network in Grand Rapids, MI is seeking a Technical Service Specialist to help customers solve hardware, software, and connectivity issues over the phone.

You will guide users through troubleshooting steps, maintain records, and collaborate with engineers to improve product support. The role offers in-house training and the option to continue on-site or work remotely after you’re comfortable with products.

Qualifications

• Associate degree or equivalent in electronics, computers.
• Ability to diagnose and troubleshoot hardware and software problems.
• Comfort using computers and understanding of internet connectivity.
• Clear communication skills and a customer-focused approach grounded in empathy and timely support.
• Strong attention to detail and follow-through.
• A willingness to learn new products and technologies.
• Previous customer service experience in a technical support environment is preferred.

Responsibilities

• Troubleshoot hardware, software, electrical, and connectivity issues.
• Guide customers with varying levels of technical knowledge through troubleshooting steps and solutions.
• Maintain accurate service records and follow established support policies and procedures.
• Communicate effectively with customers, technicians, and other teams within the company.
• Work with engineers to improve product support.

Skills

Troubleshooting hardware

Troubleshooting software

Clear communication

Customer service

Empathy

Attention to detail

Willingness to learn

Education

Associate degree or equivalent in electronics or computers

Job description

Do you enjoy helping people solve technical problems? Join our Technical Service Department and support customers using our music-related hardware, software, and connected products. In this role, you'll provide first-level technical support primarily by telephone. You'll help customers diagnose problems, explain solutions clearly, and follow through to resolution while building lasting customer relationships.

What you'll do

• Troubleshoot hardware, software, electrical, and connectivity issues.
• Guide customers with varying levels of technical knowledge through troubleshooting steps and solutions.
• Maintain accurate service records and follow established support policies and procedures.
• Communicate effectively with customers, technicians, and other teams within the company.
• Work with engineers to improve product support.

What you'll bring

• An associate degree or equivalent in electronics, computers.
• The ability to diagnose and troubleshoot hardware and software problems.
• Comfort using computers and understanding of internet connectivity.
• Clear communication skills and a customer-focused approach grounded in empathy and timely support.
• Strong attention to detail and follow-through.
• A willingness to learn new products and technologies.
• Previous customer service experience in a technical support environment is preferred.

Training and work environment

We provide in-house product training. Once you have developed the necessary product knowledge, you may choose to continue working on-site or work remotely. No travel is required.

Compensation and benefits

We offer competitive pay and a benefits package that includes vacation, paid holidays, medical and dental coverage, and a 401(k).