Technical Support Representative

A SNAPSHOT OF YOUR ROLE 

You’re the genie that fulfils our customer’s needs. As a Product/ Technical Support Agent, you must represent our company well by being responsible, punctual and motivated to go above and beyond the call of duty. You must also be highly detail-oriented and organized with good problem-solving abilities. It is also important that you display excellent verbal and written communication and interpersonal skills.  Your day could see you: 

• Answer inbound calls from customers (or potential customers) who have questions and/or need help with consumer electronics, and handle upsell. 

• Ability to provide professional telephone skills with proper phone etiquette . 

• Perform troubleshooting, handle warranty matters and general tech related questions, identify and escalate priority issues to next level support when appropriate. 

• Gather and record customer information, concern/s, and action taken in an ORACLE system. 

• Utilize the knowledge base system for product and policy information needed to resolve customer issues and questions. 

• Constantly learning new technology in the consumer electronics market, focusing on audio and video. 

A BIT ABOUT YOU 

• Strong customer service orientation with attention to detail specific to consumer electronics. 

• Knowledge of Bluetooth, WiFi, APPs, Casting/Beaming technology as well as home audio technology is a huge plus but not . 

• 2+ years technical inbound call center experience or demonstrated equivalent work experience. 

• Problem solving and critical thinking skills. 

• Great multi-tasking skills. 

• Prioritize and effectively manage time. 

• Flexible work schedule- Candidates must be available to work weekend shifts. 

• Positive attitude and excellent interpersonal skills. 

• Good oral and written communication. 

• Good judgment and independent decision making. 

• Work effectively with windows-based computer systems. MAC experience a plus. 

• Great active listening skills. 

• Effectively interact in a professional and courteous manner with customer. 

• Demonstrate initiative and interest in self-development is a huge plus. 

• Strong critical thinking skills and ability to identify and solve problems with minimal oversight. 

• A CSAT champion/top performer. 

• With a knack for multi-tasking. 

• Able to solve problems and work under minimal supervision. 

• Adept in learning new workflows and additional tasks/assignments.