Jr. Customer Support Job at Sena Technologies Inc
Who We Are:
Sena is the Global Leader in Bluetooth Innovation for the Motorsports, Action Sports and Industrial solutions – enabling real-time communication and optimal performance in the thick of the action. Sena offers its products worldwide through its global network of distributors, retailers and OEM partners. Sena. #RideConnected.
Responsibilities include, but not limited to:
- Escalate all Tier 1 unresolved issues and claims
- Direct of Tier 1 staff though product training & knowledge, ticket reviewing.
- Review and execute product warranty returns and shipments for customer claims. Work closely with the RMA Team on product replacements.
- Independently resolve any technical issues and claims from the customers
- Create Technical Articles for website Knowledge Base location and help manage product content.
- Setup rules and procedures for Sena ticketing system (Zendesk)
- Subject Matter Expert for customers, team, and product partners. POC for leadership and stakeholders
- Support OEM ' Partner Customers with specific product knowledge and troubleshooting techniques.
- Provide Customer follow through and updates on ticket escalations and regular support tickets.
- Work closely with other support Teams such as Marketing, Sales and Accounting members on various tasks.
- Build Strong relationship with Sena loyalty customers
- Attending Team and Support meetings for product updates, product communication, new product releases and Team building.
- Test all new product releases, IOS and Android Apps for basic product features and knowledge.
- Escalate product issues and concerns to Management staff and R&D Team for update and corrections.
- Attention to detail concerning ticket specifications and Customer needs.
- Basic SLA procedure knowledge for completing tickets within a timely manner.
- Always professional and courteous when responding to Customer emails and calls.
Qualifications:
- BA degree or related experience required.
- Technical background with 1-3 years in related field
- Excellent verbal & written communication skills
- Proficient with MS Excel & Word
- Help desk experience. Zendesk CRM solution experience preferred.
- High attention to detail
- Job Type: Full-time
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