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Technical Support Representative - Professional Systems
Bose Corporation
Framingham, MA, United States
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Bose Corporation has an exciting opportunity in our US based product technical support contact center supporting our Bose Professional Systems customers. If you enjoy connecting with customers and troubleshooting to solve complex professional audio questions, we would love to talk to you about our Product and Technical Support team. The Product Technical Support Specialist is a member of the product technical support team, which provides technical support to Bose Professional resellers on commercial conferencing, DSP, amplification and loudspeaker products. The role includes pre and post sales issue resolution, technical troubleshooting, product assessment and recommendations, and repair service support.
ESSENTIAL JOB FUNCTIONS/KEY DUTIES AND RESPONSIBILITIES:
Technical Support - Much of time will be spent servicing both internal and external customer requests via phone, email and web. Must be resourceful, display excellent decision-making, problem solving and conflict resolution skills, and show a proper amount of empathy for our customers. This person will have direct supervision, but should be able to work independently.
Project related activities - Projects will be assigned based on individual's career objectives and departmental needs. They will be responsible for: identifying and implementing ideas for process and policy improvements; writing and reviewing solutions; and participating on cross-functional teams and pursuing their career objectives.
• Interface directly with installers, dealers, end-users and Bose Field Sales & Engineering regarding product support issues and solutions, establish standards, and drive best practices to deliver improvements in service delivery, product quality.
• Utilizing your Direct experience on Pro-Audio systems including installation of speakers, DSP devices, automated and manual mixers, mixing consoles, EQ’s, compressor/limiters, speaker processors and other outboard gear associated with installation of pro-sound systems; efficiently communicate and problem solve to achieve an outstanding customer experience.
• Consistently apply customer service communication skills and in-depth knowledge of Bose Professional products, audio technologies and procedures to assess customer needs and resolve issues thereby building a solid and satisfied customer relationship.
• Applies experience on professional audio systems, competitive and complimentary products to complex support calls to resolve customer issues quickly without escalation.
• Respond quickly and take ownership of escalated issues and manage product/service outages.
• Knowledgeable about Bose Professional product and business strategies.
• Accurately document technical support activity within CRM and other defined business systems.
• Identify common support requests and create knowledge articles to allow future customers to self-serve information related to request.
PREFERRED QUALIFICATIONS/REQUIREMENTS:
• 2+ years of professional / commercial audio systems experience
• 2+ years of customer service experience
• Preferred Certifications: CTS, Crestron Certified or Extron AV Associate
• Technical degree/certification preferred
• Experience programming Bose or competitive conferencing and DSP products.
• Proven ability to troubleshoot complex professional audio systems and utilize available resources to resolve in a timely manner.
• Knowledge of CRM and ERP systems required - Microsoft Dynamics and SAP preferred.
• Excellent multi-tasking and organizational skills are required to manage outstanding issues until resolution.
• Proven experience in networking trouble shooting to include Dante™- switches, routers, &wireless etc.
• Able to read drawings including block diagrams, schematics, connection diagrams, and architectural plans.
• Excellent oral and written and customer facing communication skills.
• Knowledge or microphone systems, accessory equipment such as “pop-ups” in conference tables, floor boxes, in-ceiling camera systems
• Spanish
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Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics.
Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail and let us know the nature of your request and your contact information.