The Russound Tech Support Associate is responsible for providing technical support to all Russound customers. The ability to explain complex technical concepts and techniques in a way most anybody can understand is a key attribute. The Tech Support Associate must be able to communicate professionally as an industry expert and/or an industry technician based on the person needing assistance. The Tech Support Associate must also possess strong troubleshooting and technical skills.

One of the goals of the Technical Support Team is to assist in training for both live and web based technical and sales training. There may be opportunities for the right applicant to support these trainings. As a Sales-driven company, this position is ultimately directed by and responds to the needs of the Sales Team..

 

Responsibilities

Technical Support:

  • Manages inbound inquiries for product support, technical information, and product applications
  • Identify problems by performing question diagnosis and guiding customer through a step-by-step solution
  • Clearly communicate technical solutions in a professional manner
  • Gather and record call transactions
  • Record customer contacts in the Technical Support call log system
  • Identify and escalate priority customer technical support issues
  • Isolates, identifies, documents, and reports product-related problems
  • Provide follow up with customers where necessary
  • Assist with testing of new products
  • Assist with the creation, editing, and proofing of technical documentation

Product Specialist:

  • Create content for and participate in Russound education events live and online including but not limited to:
    • Factory training events
    • In house training events
    • Distributor training events
    • Online presentations and webinars
  • Maintain high quality, customer relationship and support standards
  • Remain current on approved company, product, and technology messaging
  • Maintain a high level of technical and sales knowledge on all assigned topics
  • Support, promote and adhere to Russound’s core values
  • Remain professional, friendly, helpful, and supportive with all Russound clients at all times

Skills

  • Effective listening skills
  • Proper phone etiquette
  • Willingness to co-operate and work with others in a fast-paced, call center environment
  • Exercise problem solving, analytical and collaborative skills
  • Be an excellent written and verbal communicator
  • Maintain strong public speaking skills to provide professional quality seminars and product support to a wide variety of clients via live presentations, webinars, email, and telephone
  • Create educational content and develop training curriculum, in a timely fashion and as appropriate for the various venues & methods of training
  • Willingness and ability to Travel

Experience/Qualifications

  • Prior technical support experience preferred
  • Experience with OS systems and basic computer hardware
  • Experience with networking preferred
  • Proficiency in Microsoft Office and call center applications
  • 2+ years experience with consumer, custom, and/or professional audio/video electronics a big plus
  • Strong public speaking and presentation skills
  • Strong written and verbal communication skills
  • Strong customer service skills
  • Proficient with MS Office applications such as Outlook, PowerPoint, Excel, and Word
  • Technical understanding of audio, video, and IP-based technologies
  • Business travel experience preferred
  • Ability to make decisions and execute under pressure
  • Excellent time management skills
  • Be an independent thinker and require little supervision, but also has to work well in a team to achieve the organization's ultimate goals.
  • Ability to manage change in a fluid and challenging environment
  • Ability to present ideas and information accurately and explain industry jargon in a clear manner for customers

 

To Apply: Please email

 

Russound is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with its obligations under federal law, each company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance in employment qualified women, minorities, disabled individuals and veterans.