Technical Support Representative ( 3+years consumer electronics exp required)

AudioQuest; Irvine (CA); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, vision and dental benefits

Paid vacation and holidays

401(k) Retirement Plan

Paid time off

401(k)

Job summary

A leading audio equipment manufacturer located in Irvine, California, is seeking a Technical Support Representative. The role involves assisting customers and dealers via various communication channels, requiring strong knowledge of consumer electronics, especially high-end audio and home theater systems. Candidates must possess effective English communication skills and prior experience in the consumer electronics industry. This position offers competitive pay and benefits, and is a full-time opportunity with no option for remote work.

Qualifications

• 3+ years in the consumer electronics industry required.
• Ability to handle both Windows and Apple platforms.
• Superior phone and email etiquette needed.

Responsibilities

• Respond to telephone inquiries promptly.
• Take inquiries via email and other channels.
• Advise on dealer orders that are technically challenging.
• Process return merchandise authorization requests.

Skills

Consumer electronics industry experience

Expert knowledge of high-end audio gear

Effective English communication

Proficiency in Microsoft Office

Microsoft Office

Spanish (advantage)

Education

High school or equivalent

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Since 1980, AudioQuest, headquartered in Irvine, California, has been a leading developer, manufacturer, and distributor of high-performance audio/video products and custom-install solutions. Although best known for our comprehensive range of analog, digital, and AC power cables, our portfolio has expanded to a diverse assortment of products, including the multi award-winning DragonFly DACs, Niagara and PowerQuest power products. We bring in people who are energetic, organized, unafraid to ask questions and discover new ways to serve our wonderful customer base.

Technical Support Representative

Reporting to the Sales Operations Manager, the Technical Support Representative will be a front-line source of practical and detailed information about the full line of AudioQuest products. The tech will interface with both AudioQuest authorized dealers and consumers, via telephone, email, social media, and chat platforms. The ideal candidate can draw analogies to make difficult concepts more easily understood, demonstrating an ability to satisfy even people with very basic technical understanding. The position requires strong interpersonal skills. At all times, the Technical Support Representative will be friendly and eager to guide the most difficult calls to satisfactory outcomes.

Key Responsibilities:

• Respond promptly to incoming telephone inquiries.
• Respond to inquiries via email and other communication channels.
• Communicate internally with colleagues and management, sharing job-based experiences which may have strategic or other value.
• Review and advise on dealer orders which may be technically challenging for the order entry team.
• Process return merchandise authorization (RMA) requests in the Enterprise Resources Planning (ERP) system in a timely manner.

Required Skill Sets:

• Consumer electronics industry experience.
• Expert knowledge of consumer audio and video equipment and applications, particularly high-end audio gear and home theater.
• Expert knowledge of computer audio (file-based audio, high-resolution music files, and their associated software and hardware).
• Ability to address concerns of both Windows and Apple platform users.
• Ability to communicate effectively in English, both verbally and in writing.
• Flexibility to manage routine duties with frequent interruptions.
• Superior phone and email etiquette and ability to deal effectively with internal or external customers, peers, and management.
• Proficiency in Microsoft software applications including Outlook, Word, and Excel.

Additional Skill Sets:

• Retail sales or support experience in the consumer electronics environment.
• Working knowledge of home theater installation and concepts will be an advantage.
• Ability to communicate effectively in Spanish will be an advantage.

Compensation:

• Hourly wage commensurate upon experience
• Medical, vision and dental benefits
• Paid vacation and holidays
• 401(k) Retirement Plan

Hours and Location:

• This full-time position is based in our Irvine, CA headquarters
• Monday-Friday, 8:00am-5:00pm Pacific Time (includes 60-min. lunch)

Benefit Conditions:

• Only full-time employees eligible

Communication method(s) used:

• Email
• Phone

This Job Is:

• Open to applicants who do not have a college diploma

Work Remotely

• No

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• Detail-oriented -- would rather focus on the details of work than the bigger picture
• Autonomous/Independent -- enjoys working with little direction
• High stress tolerance -- thrives in a high-pressure environment

Job Type: Full-time

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Consumer electronics industry: 3 years (Required)