Technical Support And Customer Experience Specialist

Job Title: Technical Support and Customer Experience Specialist

Location: South San Jose, CA

WHO WE ARE:

We are a pioneering ecommerce company specializing in the sale of wireless audio devices aimed at enhancing the lives of senior citizens and the hearing impaired. Passionate about cutting-edge technology and empathetic customer service, we are now looking to expand our team.

YOUR NEW ROLE:

As a vital bridge between customer support and marketing, you will:

1. Serve as Tier 2 support, reinforcing our Tier 1 agents and grappling with challenging technological inquiries from customers.
2. Facilitate communication between our customers and our HQ following new product launches, ensuring immediate feedback for improvement.
3. Create comprehensive FAQ sections and user manuals for new products.
4. Analyze data and conduct user experience (UX) analyses while proposing ideas and suggestions to uplift the user experience.

WHO YOU ARE:

You're experienced in delivering second-to-none support in the consumer electronics industry. You love to help people and are not afraid to dive into rigorous analytical work. Also, you're an articulate communicator with a knack for synthesizing complex technology into easy-to-understand user guides and FAQs.

REQUIRED QUALIFICATIONS:

• Capability to work in a fast-paced environment and manage multiple tasks.
• Good interpersonal skills to collaborate with the marketing team and HQ.
• Innate people skills and patience to help our senior and hearing-impaired customers.
• Proven experience in a customer support role in the consumer electronics industry.
• Exceptional written communication skills to create FAQs and user manuals.
• Excellent problem-solving skills to handle technical questions.
• High proficiency in data analysis, UX analysis, and creating reports.

PREFERRED:

• Living within commuting distance of our South San Jose office.

THE REWARD: A full-time position with competitive pay, benefits, and the opportunity to work in a dynamic, supportive environment where your contributions truly make a difference!

Interested? We're excited to meet you! Apply today and help us transform the wireless audio device industry.