End-User Support Technical Specialist
New
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SonovaConsumer audio
Remote, United StatesFull-TimeJunior
SalaryThis role's base pay range is between: $60,000 - $70,000. This role is also bonus eligible.
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Job Details
- Experience
- 1-3 years Customer Service experience
- Required Skills
- MS OfficeCustomer serviceTroubleshootingData entryTechnical support
Requirements
- Have 1-3 years of customer service experience.
- Have a bachelor’s degree or an equivalent combination of education and related experience; a bachelor’s degree is preferred.
- Bring strong PC skills; MS Office and JD Edwards experience are preferred.
- Demonstrate strong customer service skills and the ability to handle difficult customers with diplomacy and tact.
- Have strong oral and written communication skills and excellent phone skills.
- Bring accurate data entry, organizational, and follow-through skills.
- Demonstrate problem-solving, analytical, and troubleshooting skills.
- Be able to learn company systems and tools quickly.
- Be able to work independently and as part of a team in a fast-paced environment.
- Be able to meet deadlines and balance multiple projects.
Responsibilities
- Provide Level 2 post-sales technical support to end customers.
- Handle escalations from self-service tools, including FAQs and how-to guides.
- Help customers resolve product and self-help tool issues through phone, email, and chat.
- Support customers with web sales order placement and online direct sales.
- Assist end users with the repair portal and web shop.
- Provide customer support during the repair service process.
- Handle customer service inquiries and complaints.
- Contribute to self-help content and keep current on product information and updates.
- Support achievement of relevant KPI targets.
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