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Technical Support Specialist

2 months ago

San Diego, California, United States Acosta Group Full time

Position: Audiovisual Customer Support Specialist

Location: Remote/Hybrid

Overview:

Are you adept at resolving issues with audiovisual technology? Do you thrive in customer interactions? If so, Acosta Group is seeking a dedicated individual to enhance our technical support operations for the Sony Account Division.

Role Summary:

The Full-Time Audiovisual Customer Support Specialist will deliver exceptional sales and technical assistance to audio-visual custom installation dealers and sales personnel. This role involves providing expert training on Sony's diverse range of audiovisual products, including televisions, home theater systems, projectors, and media players.

What We Provide:

  • Work Schedule: 40 hours per week; Monday to Friday, 7:30 AM to 4:30 PM
  • Work Environment: Hybrid model - remote work on designated days and in-office collaboration on others
  • Compensation: Competitive hourly wage based on experience
  • Employment Type: W-2 employment with biweekly pay and direct deposit
  • Health Benefits: Comprehensive medical, dental, vision, life, and prescription insurance plans
  • Retirement Options: Optional 401(k) retirement savings plan with company matching
  • Work-Life Balance: Paid holidays and accrued paid time off for relaxation

Key Responsibilities:

  • Provide technical troubleshooting for the custom integration channel
  • Respond to inquiries from dealers and customers via phone and email
  • Manage technical escalations from dealers and customers
  • Advocate for customers throughout the service process to ensure an outstanding experience
  • Identify opportunities for process improvement within service operations
  • Track and report on service activities and outcomes

Qualifications:

  • 1-2 years of experience in a call center or relevant customer service role
  • 2+ years of experience with consumer electronics
  • Preferred experience in A/V installation or custom home integration
  • Familiarity with professional control systems such as Control 4, Crestron, or Savant
  • Strong judgment and decision-making skills in handling escalated customer issues
  • Proficient in Microsoft Office Suite
  • Able to learn various new software applications
  • Excellent verbal and written communication skills
  • Self-motivated with strong organizational and time management abilities

Physical Requirements:

  • Access to a quiet home office with reliable internet
  • Ability to use standard office equipment including computers and phones
  • Capability to sit or stand for extended periods
  • Must have a smartphone with internet access
  • Ability to lift up to 30 lbs. without assistance

Equal Opportunity Employer:

Acosta Group is committed to diversity and inclusion in the workplace.