Customer Support Agent - A​/V Installation

Customer Support Agent - A/V Installation

Employment Type: Full Time

Location: CA - San Diego

Are you skilled at troubleshooting A/V electronics? Do you enjoy interacting with people?

If so, Action Link wants YOU to join our Sony Account Division as our next 'Tech Whisperer' and make an impact in their technical support operations. Come elevate your career with an international leader in technology innovation!

Full-Time Audiovisual Customer Support Agent will provide sales and technical product support to audio video custom installation dealers and sales representatives remotely while providing expert training on the Sony audio video products which include TVs, Home Theater receivers, projectors, and media players.

• Weekly schedule: 40 hours per week;
  Monday - Remote 7:30 to 4:30, Tuesday - Reports to Sony HQ 7:30 to 4:30, Wednesday - Reports to Sony HQ 7:30 to 4:30, Thursday - Reports to Sony HQ 7:30 to 4:30, Friday - Remote 7:30 to 4:30
• Work environment: Will be a hybrid position - Monday and Friday remote and Tuesday-Thursday in San Diego CA office
• Compensation: The wage range for this position is $21.00 to $24.00 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

• Provide technical troubleshooting for the CEDIA Custom Integration Channel
• Answer phone calls and emails from dealers and customers
• Handle technical escalations from dealers, installers and install customers
• Act as an advocate for customers within the service process to insure an exceptional customer experience
• Identify areas within the service process that can be improved
• Tracking and reporting on the activity and results

• 1-2 years of call center or relevant customer service experience
• 2+ years of experience with consumer electronics
• A/V installation or home custom installation experience preferred
• Must have experience installing and troubleshooting custom installs - high end projectors, audio, switches
• Control 4, Crestron, Savant, or other professional control system knowledge preferred
• Demonstrated ability to use good judgement and decision making in resolving escalated customer situations
• Experienced with Microsoft Office Suite
• Comfortable learning various new software applications
• Excellent communication skills – verbally and written
• Self-motivated with excellent organizational and time management skills

• Access to a quiet home office space with reliable internet
• Must be able to use a computer, phone, and other standard office equipment
• Must be able to sit and/or stand for four (4) hours or more
• Must have smartphone with internet access/data plan
• Must have the ability to lift up to 30 lbs without assistance

Action Link, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting. Action Link may ultimately pay more or less than the posted range depending on candidate qualifications and locations in CA. This range may be modified in the future.