Technical Support Rep

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  • As an Equal Employment Opportunity Employer, DAVIS has reporting requirements which require us to invite employees to voluntarily self-identify their race/ethnicity. Submission of this information is voluntary and refusal to provided it will not subject you to any adverse treatment. The information obtained will be kept confidential.
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Technical Support Rep

  • Specialty:

    Professional
  • Title:

    Technical Support Rep
    • City:

      Maple Grove
    • State:

      MN
    • Zip Code:

      55311
  • Start date:

    08-05-2020
  • Status:

    Closed
  • Assignment Type:

    Contract To Hire
  • Job Id:

    54080

Description

DAVIS Companies has partnered with a leading Audio Manufacturing company to identify a Technical Support Representative to join their team. Do you love music? Can you help customers troubleshoot audio systems over the phone? This might be the opportunity for you! 

Summary of the Technical Support Representative: 

Our Technical Support Representative is the first contact for our dealers and customers.This position will interact with a wide variety of customers on a day-to-day basis to provide service and support for our products and brands. You will be responsible for responding to all e-mail, phone calls and online inquiries from our customer base. You will use product knowledge to assist in diagnosing customer issues, parts identification and troubleshooting technical service requests.

Responsibilities of the Technical Support Representative:

  • Promptly answer telephone and email inquiries from customers and dealers regarding product/part info, specifications, and recommendations for our products
  • Serve as first contact for all end-user and dealer related inquiries
  • Evaluate all warranty claims for eligibility and issue RMA’s accordingly
  • Fill out all inbound and outbound paperwork/forms completely and accurately
  • Provide RMA status updates within the databases
  • Reduce inbound RMA’s by recognizing and determining when units can be serviced in the field
  • Assist in product evaluations and repairs as needed
  • Assist Sales Operations in parts and open-box sales
  • Any additional tasks assigned by the Customer Service Manager

Qualifications of the Technical Support Representative:

Education?

  • 2-year Associates degree in Business or related field preferred

Experience

  • 2+ years of experience in a customer service role and/or 2+ years of experience troubleshooting or installation of consumer electronic equipment
  • Able to read and interpret electrical schematics and service manuals.
  • Familiarity with audio equipment – turntables, cd players, speakers, amplifiers, digital-to-analog converters, CI products, surround sound processors and receivers
  • Experience with home electronics that includes HDMI capability, USB interfacing, networking, video switching, home theater setup.
  • Passion for helping each customer. Be energetic, self-motivated, and quick-thinking.
  • Empathy to all. The ability to put yourself in the customer’s position and help them as you would like to be helped. 
  • Knowledge of best business practices in customer service, proven ability to problem solve, and excellent customer service skills.

#MINN-A

#MON

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