Bachelor’s degree or equivalent experience
1-4 years of prior customer service and support experience
Excellent verbal and written communication skills
Excellent customer service and problem solving skills
Ability to make decisions independently or with little guidance
Highly organized and able to multi-task
Must view customer satisfaction as something they personally own from beginning to end
Ability to work evenings, weekends, and holidays on a rotational basis.
Language requirements: English minimum. Secondary language(s) preferred: French, Dutch, German, Italian, Spanish, and/or Chinese
Interest in music, audio/video production, recording engineering, broadcast engineering film audio or acoustics.
Salesforce.com and SAP experience preferred
Knowledge of audio and video technologies, broadcast standards, and online media multiscreen streaming technologies\
Essential Job Functions
Provide front line support for Client’s Cinema, video projection and professional audio products via phone, email, and case management.
Triage technical and non-technical product inquiries working with Client’s extensive internal network against defined Service Level Agreements.
Utilize the knowledgebase, product documentation, tools and processes to help identify the root cause of customer issues and determine if escalation is required to ensure timely resolution.
Utilize Client’s CRM application to manage and document customer issues and resolutions.
Be familiar and be able to discuss Client products as part of the triage and information collection process.
Effectively articulate necessary technical and non-technical information to customers in a simple and concise manner verbally and in writing.
Communicate and work effectively with staff in all levels at Client.
Meet or exceed individual performance goals focused on providing superior customer support.
Perform other duties as required by Client Management.
Additional working hours as required. Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice.
Perform duties as assigned, subject to approval by direct manager;
Perform tasks necessary to complete performance objectives;
Assist team members as needed.