Technical Support Specialist

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Job description

Description

The Technical Support Specialist is a "people" person and a team player. Successful candidates should have great verbal and written communication skills. Understanding LEA's professional and residential audio customer's needs and being able to give clear and concise direction is very important. Candidates should be problem solvers that can think logically to understand and diagnose customer issues. Experience with professional audio systems or installed consumer audio systems is a must. The Technical Support Specialist will be responsible for supporting LEA Professional's customers and partners that contact tech support via phone and email with questions, troubleshooting, and issues that require technical expertise to resolve customer issues where Professional products are used. This position will have the opportunity for career growth in a fast-paced and growing company.

Responsibilities

· Provide high-quality support to customers and partners to resolve customer issues by answering the Tech Support phone line and email

· Answer general questions about LEA products and audio system basics

· "Tier 1" support for troubleshooting and resolution with LEA Professional products and other equipment that may be connected

· Willing to learn and participate in product and audio training

· Work with sales, marketing, and engineering team members to coordinate issues and drive towards a quick resolution

· Work with engineering to manage software and firmware bug reports from customers and partners

· Follow and manage the RA process for product returns

· Maintain clear and accurate records of customer interactions

Characteristics

The key characteristics of the Technical Support Specialist focus on interpersonal skills that enable leadership and revenue success through independent reps and international distributors.

· Communication skills: they listen first and speak second. They are aware of the message they transmit to the team, how it is delivered, and how it's perceived

· Integrity and trust: they never ask the people they interact with to do something immoral, illegal, or something that goes against a company's core values

· Ability to build relationships with peers, cross-functional counterparts, and upper management: They are committed to helping others be successful

· Ability to understand customer viewpoint and customer service

· The ability to prioritize and effectively manage time

· High achieving, ambitious, and results-oriented

· Ability to keep up in a fast-paced and high growth environment

Qualifications

· High School Diploma or GED required, Bachelor's Degree in EE or EET preferred

· Previous experience with professional or consumer installed audio systems preferred but not required

• · Previous experience with IT networking basics highly desired