You will conduct preventive and corrective maintenance operations on audio-professional equipment distributed by the Company (loudspeakers, processors, amplifiers)

• Respond to customer inquiries via phone, email, and chat, in a timely and professional manner.

• Resolve customer issues by identifying problems, researching answers, and guiding customers through corrective steps.

• Document customer interactions and issues in the company’s CRM system.

• Follow up with customers to ensure their issues are resolved and they are satisfied with the service.

• Collaborate with other departments to address complex customer issues and improve overall customer satisfaction.

• Maintain a good level of product knowledge to assist customers effectively.

• Perform hand-on troubleshooting services and repairs: conduct investigations based on photos, serial numbers, amplifier log files and fault descriptions

• Assist management with the monitoring of key indicators and trends, documenting and reporting quality issues to the Applications team and other departments as required.

• Interface with manufacturing, quality, customer service administrative, applications design and R&D

Qualifications

• Previous experience in a customer support role within an international environment, ideally in the professional audio industry or similar technical products preferred.

• Strong problem-solving skills and attention to detail.

• Ability to set own priorities and work independently and as part of a team.

• Excellent computer skills, including Microsoft Office and Dynamics 365 CRM or similar

• Excellent interpersonal skills, showing empathy and a positive attitude when dealing with customers.

• Available to travel