Customer Support Expert - Camera Video
About The Position
ActionLink is seeking a service-focused Full-Time Customer Support Expert to help their 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 Camera & Video Support Expert will provide a variety of services for our valued Sony customers and user accounts by offering subject matter knowledge in the areas of inquiries, equipment maintenance/servicing, repair status and costs, processing approvals, no fault troubleshooting, accessory requests, etc. You'll play a crucial role in ensuring customer satisfaction and loyalty while fostering a deep understanding of Sony camera & video products. This role works onsite at the Sony authorized service facility. It will be embedded directly within the repair group, allowing for close collaboration with the repair team. This collaboration provides quick access to product engineering groups for timely and accurate communication with our customers.
Requirements
- Must be able to use a computer, phone and other standard office equipment
- Must be mobile and able to sit/stand for 4 hours or more
- Must be able to lift 30 pounds.
Nice To Haves
- Photography, digital imaging and technical photographic equipment knowledge preferred.
- Knowledge of Salesforce and SAP preferred.
Responsibilities
- Handle incoming client and customer inquiries and outgoing follow-up through phone and email, including services offered, repair pricing, delivery information, repair status, crafting repair estimates, processing approvals, no-fault-found troubleshooting, additional information required or accessories needed requests.
- Work with repair and engineering teams as point of contact obtaining necessary technical information to support and/or expedite repair process if necessary.
- Resolve customer requests, questions and complaints in a timely manner determining best use of resources and if necessary, corrective actions.
- Handle new account inquiries and forward to the appropriate department(s).
- Share ideas and suggestions to improve the customer service department.
- Follow the client's scripting and training documentation to handle inquiries.
- Work with CRM and Process Management Information Systems to analyze situations.
- Attend training provided by Client to learn Client's imaging equipment models and repair process diagnosis methods.
Benefits
- Medical, dental, vision, life and prescription insurance plans
- 401(k) optional retirement savings plan with employer match
- Paid time off
- Paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
