Customer Service Technical Support Specialist

Customer Satisfaction Technician

Join our passionate and dedicated teams who are shaping the future of sound! Since 1984, we build ideas into products, grow products into businesses and scale businesses that leverage and transform the Pro-Audio Industry. What began as a small team has since become a global organization working to realize this vision. Each member of our team shares our passion for designing and manufacturing sound systems with the highest, most consistent and predictable performance levels. Our ecosystem of innovative products and services encompasses software, loudspeakers, processors, amplifiers, sound system design and calibration services. Through our dedication to innovation and product design excellence, we shape the future of sound with technologies that enable audio professionals and artists to elevate the listener experience. We are looking for a Customer Satisfaction Technician to join the Customer Service Team.

Role Description: Reporting to the Head of Customer Service (Americas), you will be responsible for delivering high-quality and efficient customer service and support to our clients across the Americas. You will provide both administrative and technical support for professional audio equipment distributed by the company, including loudspeakers, processors, and amplifiers.

Key Responsibilities

• Perform detail-oriented tasks in our CRM and ERP systems (e.g., RMA requests, repair updates, billing).
• Document cases in the CRM system, ensuring all information is accurate and up to date.
• Serve as first- and second-line support for customers, resolving issues via phone and email.
• Provide troubleshooting and diagnostic services using photos, serial numbers, amplifier log files, and fault descriptions.
• Contribute to the development of FAQs and technical articles for our knowledge base, including best practices.
• Enhance the customer service experience and build strong relationships with our clients.
• Collaborate with manufacturing, quality, customer service teams, applications engineers/designers, and R&D.

Skills & Experience

• Bachelor's degree, or equivalent experience (minimum of 3 years of experience in areas of technical or manufacturing).
• Strong customer service mind-set.
• Detail-oriented.
• Excellent computer skills.
• Strong written and verbal communication skills are required.
• Effective at collaboration / teamwork.
• Proficient English.
• Available to travel both in US and abroad.

Location: Westlake Village, CA US.