Customer Care Representative (Media Service)

Location: Sunnyvale, CA

Responsibilities

  • Provide direct technical support to customers
  • Respond to phone, email, and web inquiries concerning the media service and enabled devices.
  • Research, address, track, and close the loop on all customer related questions and issues.
  • Document and log all customer contacts/queries into the tracking system.
  • Report defects to the engineering team and help guide solutions to meet customer needs.
  • Respond and resolve customer issues through various social media feeds
  • Contribute to knowledge database, FAQs, and other customer documentation.

Job Requirements

  • Excellent email and phone etiquette skills
  • Genuine interest in helping people daily
  • Flexible, with a “can do” attitude.
  • Strong troubleshooting skills and the ability to problem solve complex technical issues.
  • Ability to translate technical information to a non-technical customer.
  • Strong knowledge with home networking (ISPs, modems, routers, firewalls , etc.), internet-enabled devices, home computers and home theater A/V equipment (A/V receivers, surround sound systems, Blu-Ray players, HDTV’s). IP control system (Crestron, AMX, and Control 4) and mobile operating system knowledge a plus.
  • Previous technical support experience with end-customers.
  • Ability to prioritize and handle multiple technical issues in a timely and professional manner.
  • You can dig in and be hands on in learning.