Customer Support Agent - A/V Installation

Job Description

Job Description

Are you skilled at troubleshooting A/V electronics? Do you enjoy interacting with people?

If so, ActionLink wants YOU to join our Sony Account Division as our next 'Tech Whisperer' and make an impact in their technical support operations. Come elevate your career with an international leader in technology innovation!

The Full-Time Audiovisual Customer Support Agent will provide sales and technical product support to audio video custom installation dealers and sales representatives remotely while providing expert training on the Sony audio video products which include TVs, Home Theater receivers, projectors, and media players.

What we offer

• Weekly schedule: 40 hours per week; Monday - Remote 7:30 to 4:30 Tuesday - Reports to Sony HQ 7:30 to 4:30 Wednesday - Reports to Sony HQ 7:30 to 4:30 Thursday - Reports to Sony HQ 7:30 to 4:30 Friday - Remote 7:30 to 4:30
• Work environment: Will be a hybrid position - Monday and Friday remote and Tuesday-Thursday in San Diego CA Sony HQ office
• Compensation: The wage range for this position is $21.00 to $24.00 per hour commensurate with experience.
• W-2 employment: Includes a biweekly pay schedule & direct deposit
• Health Benefits: Medical, dental, vision, life, and prescription insurance plans
• Retirement Savings: Consider our optional 401(k) retirement savings plan with company match
• Work-Life Balance: Enjoy paid holidays and utilize accrued paid time off to relax and recharge

Duties

• Provide technical troubleshooting for the CEDIA Custom Integration Channel
• Answer phone calls and emails from dealers and customers
• Handle technical escalations from dealers, installers and install customers
• Act as an advocate for customers within the service process to insure a exceptional customer experience
• Identify areas within the service process that can be improved
• Tracking and reporting on the activity and results

Qualifications

• 1-2 years of call center or relevant customer service experience
• 2+ years of experience with consumer electronics
• A/V installation or home custom installation experience preferred
• Must have exp installing and troubleshooting custom installs - High end Projectors, Audio, switches
• Control 4, Crestron, Savant, or other professional control system knowledge preferred
• Demonstrated ability to use good judgement and decision making in resolving escalated customer situations
• Experienced with Microsoft Office Suite
• Comfortable learning various new software applications
• Excellent communication skills – verbally and written
• Self-motivated with excellent organizational and time management skills

Physical Requirements

• Access to a quiet home office space with reliable internet
• Must be able to use a computer, phone, and other standard office equipment
• Must be able to sit and/or stand for four (4) hours or more
• Must have smartphone with internet access/data plan
• Must be able to lift up to 30 lbs. without assistance
  

Equal Opportunity Employer

ActionLink, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting. ActionLink may ultimately pay more or less than the posted range depending on candidate qualifications and locations in CA. This range may be modified in the future.