The Company:
Yamaha Unified Communications is an exciting high growth division of Yamaha which develops, manufactures, sells, and services state of the art products with world-class partners across the globe. Our products facilitate natural interaction, collaboration, and mobility in business and professional applications.
Position Description:
Yamaha is looking for a Technical Support Representative who will be responsible for providing exceptional customer service and technical support for our customers. The Technical Support Representative will focus on the pre-sales, and post-sales support including trouble-shooting hardware and software issues, processing product replacements and repairs (RMAs) as needed, evaluating customer concerns and resolving problems to 100% customer satisfaction. This is a full-time position mainly remote, but candidate will need to work at least 2 days at our office in Sudbury, MA.
Candidate Qualifications:
The successful candidate will exhibit rigorous strategic thinking for resolution of technical and service related issues with clear execution and technical skills. Candidate is an aggressive self-starter, who is capable of functioning with limited infrastructure, and possesses the organizational skills to leverage resources from the corporate staff as needed.
Candidate must have a minimum of 2+ years of technical support and customer support experience with a focus on managing high level, complex client relationships. A solid technical background in the professional A/V space and telephony space is preferred. Knowledge of AVB, Dante, & VoIP are a plus.
Industry Knowledge/Experience:
• Strong troubleshooting abilities, experience using a shared knowledge base to find answers.
• Experience with another service/support organization, preferably with a technical background.
• Savvy with customers in person, on phones, via email.
• Customer service data entry into business system or CRM, previous RMA entry experience.
• Excellent written, oral communications and inter-personal skills.
• Proficient with computers and common business applications.
• Experience with video conferencing & audio conferencing.
• Proficiency with audio related hardware, or audio technical expertise.
Specific Skills & Qualifications:
• Experience in the Setup and Programming of IP and USB video conferencing systems.
• Experience with video conferencing (MS Teams, Zoom, etc.).
• Experience in the setup and programming Digital Signal Processors (DSPs) for audio and video conferencing applications, working on AEC (Acoustic Echo Cancelation) issues.
• Knowledge and understanding of AV integration practices.
• Excellent oral and written communication skills.
• Proficient with Windows, Word, Excel, PowerPoint, and Outlook.
• Ability to work as part of a team and to handle non-standard events.
• Strong ability to manage relationships through interpersonal communications.
• Strong organizational, time management, problem solving and multitasking skills.
• Ability to learn quickly and pay attention to detail.
Specific Responsibilities Include:
• Provide quality technical support service to establish a long-term customer relationship.
• Accurately respond to questions and assist customers with product features, systems, troubleshooting and hardware/software operations.
• Write RMA’s and Service tickets.
• Use email, phone, video & screen sharing to work with a customer to resolve issues.
• Acquire end user feedback and product ideas and give feedback on product development.
• Effectively work with peers in a team focused environment.