Customer Support Expert - Sony Imaging

Are you passionate about photography? Do you enjoy interacting with people?

Come join our Photography Support Team and take your skills to the next level!

Action Link is seeking a service-focused Full-Time Customer Support Expert to help our Global 500 client, SONY, and their PRO Support Division that spans a variety of users of innovative lenses, cameras, professional videography equipment, camcorders, and digital imaging technology. The Customer Support Expert will interact with customers, end-users, and organizations that use Sony Imaging products. This individual will be responsible for identifying customers' problems, troubleshooting, and providing resolutions or paths of action.

While expediting customer issues, it is critical to provide an exceptional customer experience to maintain customer loyalty and further promote the Sony brand.

This role will add product support knowledge base by accurately documenting details of each customer’s product issue and resolution, exercise judgement within defined procedures and practices to determine the appropriate action to best satisfy client’s customers while adhering to established policies and procedures. This role will create and deploy training material for Sony Imaging Products.

• Weekly schedule: 40 hours per week;
  Wednesday thru Sunday; 8am - 5pm
• Work environment: Fully remote work - East Coast preferred
• Compensation: The wage range for this position is $24.00 to $26.00 per hour commensurate with experience.
• W-2 employment: Includes a biweekly pay schedule & direct deposit
• Health Benefits: Medical, dental, vision, life, and prescription insurance plans
• Retirement Savings: Consider our optional 401(k) retirement savings plan with company match
• Work-Life Balance: Enjoy paid holidays and utilize accrued paid time off to relax and recharge

• Answer incoming & outbound telephone calls, chats, emails, SMS, social media and web-based incidents
• Document details of customer product issues and resolution in CRM
• Exercise judgement within defined procedures and practices to determine appropriate action
• Use working knowledge of terminology as well as the technology spanning both current leading edge imaging products and time-tested favorites
• Create visually pleasing photographs/videos through the knowledge of composing, framing, color, and light
• Retouch photos and add details or other digital additions using PC/MAC
• Utilize Video formats/set-up and editing software such as adobe premiere and final cut pro

• A degree, certification, or equivalent experience in photography & videography, with at least 3 years of experience in professional cameras & lenses and lighting equipment
• Minimum 2 years of call center or technical support experience and/or training in a consumer product, retail, or IT environment
• Understanding of photographic manipulation
• Ability to build customer relationship skills
• Excellent time management skills
• Experience in computer (PC/Mac) & software tools such as photo shop, lightroom or similar software tools used for post production work.
• Excellent verbal and written communication skills
• Ability to speak another language is a plus
• Knowledge of drones is a plus

• Must have access to a quiet workspace with reliable internet
• Must have smartphone with internet access/data plan
• Must be able to use a computer, phone, and other standard office equipment
• Must be mobile and able to sit and/or stand for four (4) hours or more
• Must be able to lift 30 lbs.

We are an equal employment opportunity employer