Technical Support Representative

Support

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.

About Yamaha Unified Communications

Audio and video conferencing solutions from Yamaha Unified Communications, Inc. streamline collaboration and boost productivity wherever people work. Yamaha’s renowned and rigorous approach to development and manufacturing of enterprise-grade microphone systems, conference phones, and video sound bars ensures superior audio quality, reliability, and flexibility. With both wired and wireless options, Yamaha’s unified communications (UC) products enable users to have natural, clear conversations in every meeting space.

Join the Team!

Please complete the form below to apply.