Sykes

  • Product Support Representative

    Location US-Remote
    Posted Date 1 month ago(7/20/2018 1:49 PM)
    Job ID
    2018-1826
    # Positions
    1
  • Overview

    We are seeking a Product Support Representative for Custom Integration.  This is a remote position.  As Product Support Representative for Custom Integration, you will handle technical escalations from Dealers, Installers and install customers regarding the use and functions of ES receiver/ ES Projector, TV, NHS racks, wallstation, homeshare, BluRay(megachanger).

     

    Inquiries may come via telephone or the Internet so candidates must be able to communicate effectively both verbally and in writing. You will assist in resolving complex customer support issues so you must have prior experience troubleshooting Sony products within a service environment.  Additionally, you will report out on issues that may be design concerns to improve our products for the future.

     

    Responsibilities

    • Provide technical support to dealers, installers and install customers on A/V,TV, BluRay Player and Network Setup.
    • Follow up directly with dealers/customers to provide technical issue resolutions, including customer instruction and training as well as resolving customer satisfaction issues
    • Extensive research and testing of products in pursuit of product knowledge and issue resolution
    • Provide design, reliability, maintenance and “bug” feedback to engineering and design groups investigating product issues
    • Respond to situations where standard procedures have failed to isolate or resolve issues involving product function and design as well as customer use experience
    • Keeps record of all escalations received.
    • Collect and submit issue to engineering.
    • Create new solutions or customer education on product functionality.

     

     

    Qualifications

    • Knowledge on Audio Video setup and troubleshooting
    • Knowledge on External Control i.e IP or RS232
    • Knowledge on Network Communication
    • Good Communication/Customer Service Skills

     

    SYKES is proud to be an Equal Opportunity and Affirmative Action Employer.  Women, minorities, individuals with disabilities and veterans are encouraged to apply.  EEO/AA/M/F/Vet/Disability

     

    Qualified applicants should apply to: Karen.schuman@sykes.com

     

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