Customer Service Technical Support Specialist

Description

Reporting to the Head of Customer Service (Americas), you will be responsible for delivering high-quality and efficient customer service and support to our clients across the Americas.

You will provide both administrative and technical support for professional audio equipment distributed by the company, including loudspeakers, processors, and amplifiers.

Key Responsibilities

Perform detail-oriented tasks in our CRM and ERP systems (e.g., RMA requests, repair updates, billing).

Document cases in the CRM system, ensuring all information is accurate and up to date.

Serve as first- and second-line support for customers, resolving issues via phone and email.

Provide troubleshooting and diagnostic services using photos, serial numbers, amplifier log files, and fault descriptions.

Contribute to the development of FAQs and technical articles for our knowledge base, including best practices.

Enhance the customer service experience and build strong relationships with our clients.

Collaborate with manufacturing, quality, customer service teams, applications engineers / designers, and R&D.

Skills & Experience

Bachelor'sdegree, or equivalentexperience (minimum of 3 years of experience in areas of technical or manufacturing)

Strong customer service mind-set.

Detail-oriented.

Excellent computer skills.

Strong written and verbal communication skills are required.

Effective at collaboration / teamwork.

Proficient English.

Available to travel both in US and abroad

Location : Westlake Village, CA US.