Technical Support Representative

Position Summary

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 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.

The ideal candidate will be dependable (more reliable than spontaneous), detail-oriented (preferring to focus on a job’s details than its bigger picture), independent (happy to work with little direction), and will thrive in a high-pressure environment.

Duties & Responsibilities

• Respond promptly to incoming telephone inquiries
• Respond to inquiries via email and other communication channels
• Assist dealers placing orders via telephone
• Communicate internally with colleagues and management, sharing job-based experiences which may have strategic or other value
• Review and advise on dealer orders that 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

Skills & Knowledge

• Experience in the Consumer Electronics industry
• 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 Windows and Apple platform users
• Ability to communicate effectively in English, 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

Hours and Location

• This full-time position is based in our Irvine, CA, headquarters. However, extremely well- qualified candidates may be offered the opportunity to work remotely.
• Monday-Friday, 8am-5pm Pacific Time (includes 60-min. lunch)

Salary & Compensation

• From $25/hour
• Hourly wage commensurate upon experience
• Medical, vision, and dental benefits
• Paid vacation and holidays
• 401(k) Retirement Plan

Benefit Conditions: Only full-time employees eligible