Technical support agent

Are you passionate about music?

Do you want to be part of a team who wants to pass on this passion through high-end audio products? MOON by Simaudio offers you the opportunity to join its team as a bilingual technical support agent.

Job summary

In full growth, we are searching for a dynamic and bilingual colleague to help us spread our brand around the world. As a technical support agent, you will be at the front of communicating with our customers. A basic knowledge of audio systems is therefore essential since you will be responsible of answering technical questions on our various products, as well as offering technical support in solving software, equipment and connectivity problems. By remotely participating in the analysis and diagnosis of hardware or software faults, you will be a real rescuer in the eyes of our customers.

Our work atmosphere, benefits and flexible work schedules will seduce you.

Description of key responsibilities

Answer customer service calls and technical questions via the various platforms.
Participate in online chat to offer technical support to consumers
Analyze and diagnose failures remotely
Prepare quotes for repairs based on technicians’ diagnoses
Provide technical support to customers or vendors
Communicate with the customer during the repair process
Create parts queries (in-house) to help partners troubleshoot
Management of service parts credits returned to the factory
Assist partners and service centers with product repair
Ensure the availability of technical documentation and material resources for agents, technicians and partners
Ensure the operation of support tools (Zoho Helpdesk, Digify, Tawkto)
Supervision of the diagnosis of particular or very frequent failures, writing of fault analysis reports and reporting affected departments
Carry out follow-ups with the various departments involved in Customer Service files

Skills

Excellent customer service skills
Excellent interpersonal skills
Ability to work with different computer softwares
Good writing skills
Autonomy, initiative and creative

Requirements

College degree in a related field
Bilingual
Minimum three years experience
Basic knowledge in electronics and audio