Customer Support Expert - Camera Video

Customer Support Expert - Camera Video

Are you passionate about photographic technology? Do you enjoy interacting with people? Come join our Photography Support Team and take your skills to the next level!

ActionLink is seeking a service-focused Full-Time Customer Support Expert to help our Global 500 client, Sony, and their PRO Support Division that spans a variety of users of innovative lenses, cameras, professional videography equipment, camcorders, and digital imaging technology. The Camera & Video Support Expert will provide a variety of services for our valued Sony customers and user accounts by offering subject matter knowledge in the areas of inquiries, equipment maintenance/servicing, repair status and costs, processing approvals, no fault troubleshooting, accessory requests, etc. You'll play a crucial role in ensuring customer satisfaction and loyalty while fostering a deep understanding of Sony camera & video products. This role works onsite at the Sony authorized service facility. It will be embedded directly within the repair group, allowing for close collaboration with the repair team. This collaboration provides quick access to product engineering groups for timely and accurate communication with our customers. Don't miss out on this opportunity to join a dedicated team of fellow camera enthusiasts!

Schedule and Location:

• 40 hours per week
• Monday-Friday; 9:30am-6:00pm
• Ability to work flexible hours if/when needed; overtime as required
• Precision Camera & Video Repair (Sony authorized dealer) located at 9 Anngina Drive in Enfield, CT

What We Offer:

• $18.00 - $21.00 per hour, based on experience
• Medical, dental, vision, life and prescription insurance plans
• 401(k) optional retirement savings plan with employer match
• Paid time off
• Paid holidays

What You'll Be Doing:

• Work in both office and warehouse/repair environment
• Handle incoming client and customer inquiries and outgoing follow-up through phone and email, including services offered, repair pricing, delivery information, repair status, crafting repair estimates, processing approvals, no-fault-found troubleshooting, additional information required or accessories needed requests.
• Work with repair and engineering teams as point of contact obtaining necessary technical information to support and/or expedite repair process if necessary.
• Resolve customer requests, questions and complaints in a timely manner determining best use of resources and if necessary, corrective actions.
• Handle new account inquiries and forward to the appropriate department(s)
• Share ideas and suggestions to improve the customer service department
• Follow the client's scripting and training documentation to handle inquiries.
• Work with CRM and Process Management Information Systems to analyze situations.
• Attend training provided by Client to learn Client's imaging equipment models and repair process diagnosis methods.

Qualifications:

• Photography, digital imaging and technical photographic equipment knowledge preferred.
• Multi-task oriented with excellent communication and problem-solving abilities.
• Excellent customer service skills inclusive of handling situations in a professional manner.
• Attention to detail.
• Knowledge of Salesforce and SAP preferred.

Requirements:

• Must be able to use a computer, phone and other standard office equipment.
• Must be mobile and able to sit/stand for 4 hours or more.
• Must be able to lift 30 pounds.

We are an Equal Opportunity Employer #SONYREP