A high-end audio equipment design and manufacturing company in Boulder is seeking a full-time Customer Support Representative (CSR) to assist customers with technical problems for all PS Audio products. The CSR’s workload mostly consists of inbound customer calls to provide product information, IT service and satisfaction to problem resolution.
Some of the essential functions are to:
Assist customers by answering product and service questions
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting a solution
Service customers worldwide via phone and email
Keep in constant communication with the engineering department on product-related failures
Generate Return Merchandise Authorizations (RMAs), Sales Orders, Call Tags requests
Assist communication between repair technicians and customers
Follow up with customers to ensure their technical issues are resolved
Assist the sales team with answering phone calls during high volume times
Adhere to PS Audio Communication Standards of service and repair advocacy
Critical knowledge, skills, and abilities are:
Excellent and professional verbal customer interfacing
Excellent and professional written communication, documentation, and interpersonal skills
Familiar with operating systems including Windows, MacOS, Networking experience (Ethernet/ Wifi) and Bluetooth
Familiarity with music apps, such as Spotify, Pandora, and high-end music services such as Roon, Quboz and Tidal, are a big plus
Proficient with Sage MAS and / or other business management software
The highest level of listening skills, understanding, and patience with customers
Handle, prioritize, and complete heavy workloads
Occasional lifting up to 40 lbs.
Strong organizational skills
2 years of college education in electronics and/or computer technology or equivalent experience
Please submit a cover letter and your resume to us.
