Sonos

Swedish Technical Support Engineer

Position Purpose

Do you remember what it was like to work for a company that's successful? Fun? Has a great story to tell? Don’t you miss it?

We are looking for creative and enthusiastic customer and technical service oriented candidates to join our fast growing Swedish Technical Support Team. The Technical Support Engineer 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 clientele in Sweden. The primary responsibility of a Technical Support Engineer 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!Responsibilities:

Respond directly to technical issues and service requests submitted by Swedish customers 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.

Good level of technical knowledge in area of networking.

Handle incoming calls and solve unique issues based on technical knowledge (no scripts!).

Utilizing proper CRM tools and systems.

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.Qualifications:

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, installation, Networks & PC Windows XP.

Will also have an affinity and passion for new technology, wireless digital consumer products, all things electronic, 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.

Native Swedish and excellent communication skills in English.Job, jobs, vacature, job offer, hilversum, amsterdam, netherlands, swedish, sweden, customer suport, kundsupport, technical support, teknisk support, natverksingenjor, nätverksprotokoll, Felsokning, fjärransluta, fjärrstyrning, support engineer, networking, troubleshooting.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.

Job Summary

Location:
  • Hilversum, NL
Date Posted:
23 Jul 2014
Function:
Technical & Customer Support
Sector:
Entertainment