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Product & Technical Support Specialist
Bose Corporation
Westborough, MA, United States
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As a Product and Technical Support Specialist, you will be responsible for the ownership and resolution of escalated support issues originating from contact center groups within Bose or directly from customers. You will interface with end-consumers, Bose re-sellers, factory stores, foreign distributors and dealers, repair facilities and the Bose field sales force. You will consistently apply customer service communication engagement skills and in-depth knowledge of Bose products, audio/wireless/Bluetooth/networking technologies, procedures, and alternatives to assess customer needs and resolve issues thereby building a solid and satisfied customer relationship. Additional responsibilities may include testing and supporting new tools and emerging technologies.
The ideal candidate will have the following skills and experience:
• A minimum of 1 year experience in a customer service or technical support role
• Experience taking ownership of customer issues and delivering solutions
• Working knowledge of the latest home theater, streaming audio, wireless home networking, and Bluetooth technologies
• Ability to build customer advocacy
• Proficiency in navigating PC and mobile operating systems such as; Windows and Apple based platforms
• Excellent communication and interpersonal skills (written and verbal)
• Demonstrable ability to translate technical information to a non-technical audience preferred
• Adaptable, flexible, and open to feedback
• Passion and self-motivation to stay current with job related technologies and developments
• Ability to work a flexible shift including evenings, weekends and some holidays in a call center environment that offers 24/7 support
• High school diploma or equivalent required.
• Degree in related field or equivalent experience preferable