Senior Support Audio Technician

Posted On:
November 15, 2022
Location:
Santa Monica, California

Apogee Electronics is a leading designer and manufacturer of products for audio recording in the music, film, digital streaming, and voice-over industries. Based in Santa Monica, CA, and was founded in 1985. Throughout Apogee’s 37-year history, they have consistently created innovative and award-winning technology recognized globally as an industry leader in professional and consumer audio. Apogee has been instrumental in capturing countless GRAMMY and OSCAR-winning performances by today’s most successful artists.

Most Apogee staff members are musicians or have an extensive background in video, live performance, or the professional recording industry. We are a team of creative professionals who share a passion for excellence, creativity, and innovation. Our sunny Santa Monica office features a fully built-out studio for recording, live streaming, and live events which is available to the staff to further their craft, experiment, and enjoy on off-hours.

We are looking for a motivated and experienced customer support technician to lead our customer support department. The Sr. Support Audio Technician will be responsible for driving superior customer support to clients through policies, procedures, and the setting of goals. You will be up to date on Apogee’s products and trends, and train staff accordingly.
The ideal candidate will have proven experience working in a customer support position, show excellent interpersonal skills, have great communication skills, and be a role model and mentor to staff.

Customer Support Manager Responsibilities:
● Help manage the customer support department’s day-to-day functions.
● Responding to escalated customer support issues.
● Implementing customer support processes to enhance customer satisfaction.
● Formulating and revising customer support policies and promote their implementation.
● Informing the team of all new information related to products, procedures, and trends.
● Assessing support statistics and preparing detailed reports on the findings.
● Overseeing and evaluating the team’s ongoing efforts.
● Delivering performance evaluations and following the disciplinary process according to company policy.
● Implement internal applications to manage the RMA and Ticket platforms.
● Work with website development team to rebuild website with focus on Support
● Implement Zendesk features such as Flow-builder, bots, better tagging, and search-optimize articles in Knowledge Base.

This role is for a core contributor with a strong customer support aptitude, with prior experience in Audio workflows and troubleshooting, who truly cares about customer success, an organized leader who builds and maintains great relationships.

To succeed in this role, you must be:
● Self-starter, entrepreneurial, passionate, tech-savvy, hungry and quick to learn
● Develop new skills outside of your comfort zone.
● Coach others, recognize their strengths and encourage them to take ownership of their personal development.
● Strong analytical, troubleshooting, and problem-solving skills
● Knowledge and passion for technology and innovation
● An ability to speak to technical customers
● A desire to work closely with customers in sometimes tough situations
● Ability to empathize with customers and prioritize their needs vs. wants.
● Demonstrate ownership to resolve challenging customer issues.
● Simplify complex messages, highlighting and summarizing key points.
● Uphold the firm’s code of ethics and business conduct.
● Looking for a long-term position.

Knowledge, Skills, And Experience Requirements
● A Bachelor’s Degree is a plus
● Proven experience and success in a customer-focused role
● Expert in Zendesk and Zoho suite of applications

Job Type:

Full-time

How to apply:

Please email your cover letter and resume to: hr@apogeedigital.com

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About Apogee Electronics Corporation

 

Address: 1715 Berkeley Street
Santa Monca
CA
90404
USA

Phone: +1 310-584-9394
Website: http://www.apogeedigital.com

Apogee is a leading developer and manufacturer of products for audio recording in the music, film, digital streaming and voice-over industries. Based in Santa Monica, CA and founded in 1985. Apogee is recognized globally as an innovator and industry leader in professional and consumer audio.

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