Technical Support Specialist (Santa Barbara)
Company: Sonos Inc
Location: Santa Barbara
Posted on: June 11, 2019
Department: Customer Care
Location: Boston, Santa Barbara
Req#: 5109 Sonos is committed to delivering the ultimate home
listening experience to our users.
As a Technical Support Specialist, you will play an integral role
in delivering a superior customer service experience through all
channels (email, phone, and social media). This position will have
a primary focus supporting social and digital channels and offers
an opportunity to support worldwide care operations in your office
and with other global teams.
By delivering excellent customer support and channeling customer
feedback to the business, you will help fulfill our mission to fill
every home with music.
More than a candidate that checks every box, we re looking for
people who are excited to work, learn, and grow at Sonos no matter
their background or how they identify. If that s you, we hope you
ll apply for this role.
You want to be part of a team.
You come with new ideas and a unique point of view. You look
forward to collaborating with a diverse team of talent. You assume
everyone s best intentions, welcome a healthy debate, and embrace
differing opinions. You eagerly seek and give help. Transparency
tops your list of values, and you proactively contribute to a
culture of respect and inclusion.
You enjoy a challenge.
Inquisitive and focused, you see every challenge as an opportunity.
You re ambitious and comfortable making mistakes because you learn
from them and bounce back quickly. You would rather create the
future than wait for it. You prioritize long-term value over
You love to listen.
You approach every interaction with curiosity and a desire to
understand. You want to make a positive impact in the world. You re
passionate about culture and know the power that music, film,
podcasts, games, and stories have to bring people together.
What You ll Do
* Provide outstanding technical assistance to our customers through
live troubleshooting and problem isolation
* Gathering and documenting customer information and interactions
in CRM Tools and Systems
* Support end-users across all channels (inbound, outbound,
digital) to troubleshoot and resolve customer issues, working
channels as needed according to customer demands
* Constant learning through training, coaching, expanding and
sharing the knowledge
* Pro-actively take ownership of open issues and interface
successfully with management and the engineering team
* Engage with the front-line to offer coaching on word choice,
tone, and content in responses
* Monitor and respond to online reviews on multiple, high-profile
* Follow-up with the customer until the issue is resolved
* Participate in daily handoff between sites at the end of shifts,
ensure quality of handoff between global teams
* Work with music services and all operating systems (Mac, Android,
Windows and iOS)
Skills You ll Need
* Must love music!
* Direct experience with social community management, social
customer care, crisis communications, public relations, triage or
response Social media support experience is a must
* A native user of Facebook, Twitter, and other social media
* Excellent written communication skills in English
* Inquisitive, bright & creative troubleshooter
* Proven track record of troubleshooting problems, researching and
finding answers to consumer questions
* True team player, no 9-5 mentality
* Decisive, action-oriented individual who takes ownership of
customer experience related issues and who has the ability to
interface successfully with functional and regional leadership
* Ability to understand team dynamics and capable of adapting
coaching style depending on the situation.
More About Sonos
Sonos is a sound experience company. We pioneered multiroom
wireless audio, made it sound amazing, and changed the way people
listen, making it effortless for them to enjoy what they want,
where they want, how they want.
Today we continue empowering listeners by developing new
technologies, thoughtfully designing products, expanding our
software platform, and crafting brilliant sound experiences while
participating in a culture that values respect, transparency,
collaboration, and ownership.
Together we re working to positively impact the world and inspire
everyone to listen better because listening brings people together,
builds understanding, drives change, and makes us happier.
Notice to European Job Applicants: Information you submit as a part
of your job application will be used in accordance with Sonos EU
Job Applicant Privacy Notice.
Notice to U.S. Job Applicants: Sonos is an equal opportunity
employer. We evaluate qualified applicants without regard to race,
color, religion, sex, sexual orientation, gender identity, national
origin, disability, veteran status, and other legally protected
Follow the links to review the EEO is the Law poster and its
supplement. The pay transparency policy is available here. Sonos is
committed to working with and providing reasonable accommodations
to individuals with disabilities. If you need a reasonable
accommodation because of a disability for any part of the
employment process, please send an e-mail to
email@example.com and let us know the nature of your request
and your contact information.
Keywords: Sonos Inc, Santa Barbara , Technical Support Specialist (Santa Barbara), IT / Software / Systems , Santa Barbara, California
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