Technical Support Analyst, Tier 1
Sonos - Cambridge, MA

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We're a global team looking for the best talent - no matter where they are. This job has the option of working from either our Cambridge, MA or Santa Barbara, CA office. For the right individual, Sonos will offer relocation reimbursement to either office.

Job Title: Technical Support Analyst, Tier 1

Location: Cambridge, MA or Santa Barbara, CA

General Summary

The Technical Support Analyst is responsible for providing first tier technical support for general hardware, software, application, and operating system issues and resolving all product installation and product operational issues for Sonos customers. The primary responsibility of a Technical Support Analyst is managing customer inquiries.

The right candidate will have experience and passion in a customer facing environment and thrives in troubleshooting and solving operational and technical inquiries. If you love music, solving challenging software problems and doing things the right way every time, we’d like to talk to you!

Main Duties and Responsibilities

Handle incoming calls utilizing proper CRM tools and systems.

Respond directly to support issues and service requests submitted via, telephone, email, web, text chat and voice mail.

Respond to requests for technical assistance from customers to identify, determine, recreate, resolve or escalate issues using existing guidelines and standardized tools.

Gather specific problem information and document problems from the symptoms provided.

Escalate issues than cannot be resolved.

Process defective product returns.

Ensure customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe and timely closure. Ensure follow-up with the customer until issue is resolved.

Demonstrate customer relations skills and maintain a positive company image during all interactions with the customers.

Required Experience

The ideal candidate is a decisive, action oriented individual who takes ownership of open issues and who has the ability to interface successfully with Engineering teams/management

Experience in Technical Support, including help desk and/or customer call center environment; previous experience in a hi-tech environment, ideally B2C and B2B businesses

Ability to troubleshoot problems, research and find answers to consumer questions

University degree in Computer Science, Engineering, IT or Network Administration desired or equivalent experience.

Experienced in set-up and installation of networks & PC/Mac

Must have an affinity and passion for new technology, wireless digital consumer products, all things electronic and digital audio

Must be a team player who also works well independently

Must have ability to assess and provide proactive advice or solutions.

The right candidate will thrive in a small company environment.

Must have excellent communication skills.

More about Sonos:
In 2002, we set out with a goal – to reinvent home audio for the digital age. Our vision was simple - fill every home with music and make listening a valued experience again. We’re making it easy for everybody to listen to the music they love in every room of their home. To hear the songs they love, to discover new music they never knew existed, and to appreciate it all with the highest sound quality.

We’re doing it all over the world – In more than 60 countries, in seven languages through thousands of retailers. We’re constantly looking for ways to improve the experience – with new products, new software and continually investing in ways to provide our customers the best experience possible. We’re doing what we set out to do. Changing the way people listen to music – one home at a time.

About this company
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Sonos is the developer of wireless multi-room music systems for the digital home. The award-winning Sonos(TM) Digital Music System is...