AV Technical Support Specialist (Non-IT & Non-Engineering Role)

AV Technical Support Specialist

Please note this is a Non-IT and Non-Engineering Role

Position Overview :

Join the PML Sound team within the exciting consumer electronics industry as an AV Product Technical Support Specialist. The ideal candidate must have previous customer service experience in home electronics via;

audio / video equipment and speakers. The Specialist will be responsible for providing customer service, troubleshoot technical issues, added support to our dealers, sales representatives, and consumers on a variety of issues related to consumer electronics and loudspeakers.

This position will join our inbound team to manage the lead flow and enhance customer experience by helping them with their technical needs.

From start to finish your day will be about engaging with our customers and making sure we are giving them the superlative customer experience.

Using a variety of different tools and resources you will help quickly identify the cause of the problem and inform the customer what they need to do for resolution and guide them through the process every step of the way.

About the Brands :

PML Sound represents a trio of renowned brands : Paradigm, Anthem, and MartinLogan. Each brand is synonymous with excellence in the consumer electronics sector.

Paradigm : Recognized globally for its high-performance audio solutions, Paradigm redefines sonic experiences through innovative speaker designs that cater to audiophiles and music enthusiasts alike.

Anthem : Anthem delivers precision-engineered audio / video equipment, celebrated for its unwavering commitment to reproducing sound and visuals with exceptional clarity and accuracy.

MartinLogan : MartinLogan stands at the forefront of electrostatic speaker technology, crafting audio systems that captivate audiophiles with their remarkable transparency and lifelike sound reproduction.

Key Responsibilities :

• Professionally handle all incoming calls routed to you for technical support and other enquiries.
• Provide customer engagement in positive and approachable manner. Handle customer complaints / issues by providing solutions, often with a goal of providing First Person Resolution to ensure the customer is satisfied.
• Anticipate and identify customer needs or desires in order to recommend the appropriate solution / s.
• Post-sale support, including making sure firmware and software updates have been installed on products; and escalating when needed to Product Management and related departments.
• Comfortable with the latest technology in home audio and video.
• Accurately track and record activities in the internal database.
• Monitor your KPIs, metrics, and forecast activities to consistently generate pipeline and hit your quota.
• Multitask and manage the process of working with data and track activity.
• Data Entry : Process parts orders, track and monitor authorize returns and issue service tickets.
• Provide, assist, and maintain FAQs to senior support for internal database and company websites.
• All other duties assigned required for the business.

Qualifications & Expectations :

• Excellent command of the English language : both written and spoken.
• Tech Savvy with experience in consumer electronics.
• Incumbent must possess an understanding of consumer electronics along with the organization's products, services, and process but will escalate more complex inquiries.
• Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.
• Exceptional customer service mindset and a high level of professionalism : positive and approachable, active listener, patient, solution oriented, committed to success and delivers a high quality of work and customer experience.
• Skilled at problem solving with the ability to multitask and switch focus quickly and to think independently, strategically and be resourceful.
• Relies on instructions and pre-established guidelines to perform the functions of the position and in addition, will perform tasks as outlined below and will work under immediate supervision.
• Post-Secondary education preferred.

If this sounds like you then we want to hear from you!

We are looking for people who are passionate about giving legendary customer service and acquiring and retaining a loyal customer base.

We are an equal opportunities employer who embraces diversity and equality in the workplace which means we have a whole host of incredible people working for us with all different experiences and backgrounds.