Technical Support Representative

PURPOSE OF THE JOB

The Technical Support Representative serves as the voice of Guitar Center and Musician’s Friend across

multiple digital channels, ensuring exceptional customer engagement and service. This role manages customer

interactions through social media, review platforms, and email, responding to questions, feedback, and

concerns with professionalism and empathy. The Specialist helps maintain the company’s reputation and

collaborates with internal teams to resolve escalated issues and identify trends that improve the overall

customer experience.

RESPONSIBILITIES/DUTIES

Social Media & Community Engagement

o Monitor and respond to customer interactions across social platforms (Twitter/X, Facebook,

Instagram, YouTube, Reddit) using Falcon.

o Identify and prioritize time-sensitive posts or tweets requiring attention; respond within service-

level timeframes (typically within 60 minutes during operating hours).

o Reply to positive mentions with gratitude and personality, and escalate verified or high-impact

posts to the Social Media or PR teams.

o Address negative experiences with empathy, providing assistance or escalation as appropriate.

o Identify and hide or report spam, profanity, or inappropriate content in alignment with company

policy.

Review Site & Reputation Management

o Manage and respond to online reviews through RIO and TrustPilot, ensuring timely, professional,

and personalized responses to customer feedback.

Email Support

o Utilize designated brand email accounts to correspond with customers and ensure timely,

consistent communication.

o Monitor the internal CET inbox for escalations or internal support requests and respond promptly.

Additional Responsibilities

o Adhere to service level agreements and contacts per hour goals set by management.

o Assist in identifying trends in customer sentiment, recurring issues, or emerging topics for proactive

communication and training.

o Perform additional duties as assigned by management.

HR use only

Job Code

(Assigned 0004

FLSA Nonexempt/Hourly

9/23/2022MINIMUM REQUIREMENTS & SPECIAL ATTRIBUTES

• High School Diploma or GED required.

• One (1) to three (3) years of sales, customer service, and/or collections experience desired.

Disclaimer: This job description is intended to provide general information about the position. It is not an employment contract. As with all

positions, the responsibilities and duties of this position may change. The company, in its discretion, may alter this job description at any time with

or without notice.

Qualifications

Excellent communication skills.

• Analytical Skills: Explores information, data, reports, and/or items in order to extract meaningful insights,

which can be used to problem solve.

• Collaboration: Able to develop cooperation and teamwork while participating in and leading groups, working

toward solutions which generally benefit all involved parties. Proven cross-functional team participation

capabilities. Able to work effectively with internal and external partners to accomplish goals.

• Customer Focus: Able to understand and focus on the customer experience when designing services and

processes. Able to establish and maintain effective relationships with customers and gain their trust and

respect.

• Interpersonal Communication: Able to communicate with diverse people in a clear, concise, and courteous

manner through multiple methods, including verbal and written. Caters messages to specific audiences.

Demonstrates respect to others, surroundings, and self.

• Initiative: Able to identify opportunities and issues and proactively follow through to capitalize and resolve

them. Takes positive action without necessarily being requested to do so and thinks critically to identify

solutions. Driven by continuous process improvement and creativity. Tireless worker with a positive, can-do

attitude.

• Organizational Skills: Able to utilize time, energy, and resources to manage priorities, stay on track, and

achieve goals. Establishes a systematic course of action to achieve an objective. Manages multiple projects

and pays strong attention to detail. Completes tasks t