Technical Support Representative ( consumer electronics

Since 1980, Audio Quest, headquartered in Irvine, California, has been a leading developer, manufacturer, and distributor of high-performance audio/video products and custom-install solutions. Although best known for our comprehensive range of analog, digital, and AC power cables, our portfolio has expanded to a diverse assortment of products, including the multi award-winning Dragon Fly DACs, Niagara and Power Quest power products. We bring in people who are energetic, organized, unafraid to ask questions and discover new ways to serve our wonderful customer base.

Reporting to the Sales Operations Manager, the Technical Support Representative will be a front-line source of practical and detailed information about the full line of Audio Quest products. The tech will interface with both Audio Quest authorized dealers and consumers, via telephone, email, social media, and chat platforms. The ideal candidate can draw analogies to make difficult concepts more easily understood, demonstrating an ability to satisfy even people with very basic technical understanding.

The position requires strong interpersonal skills. At all times, the Technical Support Representative will be friendly and eager to guide the most difficult calls to satisfactory outcomes.

• Respond promptly to incoming telephone inquiries.
• Respond to inquiries via email and other communication channels.
• Communicate internally with colleagues and management, sharing job-based experiences which may have strategic or other value.
• Review and advise on dealer orders which may be technically challenging for the order entry team.
• Process return merchandise authorization (RMA) requests in the Enterprise Resources Planning (ERP) system in a timely manner.

• Consumer electronics industry experience.
• Expert knowledge of consumer audio and video equipment and applications, particularly high-end audio gear and home theater.
• Expert knowledge of computer audio (file-based audio, high-resolution music files, and their associated software and hardware).
• Ability to address concerns of both Windows and Apple platform users.
• Ability to communicate effectively in English, both verbally and in writing.
• Flexibility to manage routine duties with frequent interruptions.
• Superior phone and email etiquette and ability to deal effectively with internal or external customers, peers, and management.
• Proficiency in Microsoft software applications including Outlook, Word, and Excel.

• Retail sales or support experience in the consumer electronics environment.
• Working knowledge of home theater installation and concepts will be an advantage.
• Ability to communicate effectively in Spanish will be an advantage.

• Hourly wage commensurate upon experience
• Medical, vision and dental benefits
• Paid vacation and holidays
• 401(k) Retirement Plan

• This full-time position is based in our Irvine, CA headquarters
• Monday-Friday, 8:00am-5:00pm Pacific Time (includes 60-min. lunch)

• Only full-time employees eligible

• Email
• Phone

• Open to applicants who do not have a college diploma

• No

• Dependable -- more reliable than spontaneous
• Detail-oriented -- would rather focus on the details of work than the bigger picture
• Autonomous/Independent -- enjoys working with little direction
• High stress tolerance -- thrives in a high-pressure environment

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

• High school or equivalent (Required)

• Consumer electronics industry: 3 years (Required)