Technical Support Representative, Jaybird

Customer Support Group Park City, Utah


Description

Position at Jaybird

The Role:

The Technical Support Representative is expected to promptly field customer calls and chats locally for Jaybird products. Agents will act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.
The target is to ensure excellent service standards and maintain high customer satisfaction. This role will also assist in our event strategy for both marketing and sales organizations.

This function requires flexibility, accuracy, commitment, and clean execution to be successful.

Job Location:

Park City, Utah

Reporting Manager:

CX Team Leader AMR

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Jaybird. In this role you will:

  • Handle all points of contact with customers in a professional and timely manner.  These include but are not limited to phone, chat, and email.

  • Provide pre-sales support to customers enquiries.

  • Participate in product development and engineering team activities and projects.

  • Provide feedback and support to department and company to maintain and improve levels of service and support

  • Escalate to supervisor any issues or situations which could be detrimental to the productivity of the department or company.

  • Communicates with colleagues in a professional manner in order to promote a healthy working environment.

  • Adhere to the working schedules and discuss in advance with his/her team leader any future plans for required leave.

  • Perform all other tasks, assigned by the immediate manager, in accordance with his/her qualifications.

  • Ensure that all Key Performance Indicators (KPIs), personal targets and operational objectives are achieved, through regular correspondence with his/her team leader and Quality Assurance Department

  • Execute all procedures, regulated by QMS (Quality Management System) and ISMS (Information Security Management System). If a non-efficient procedure is determined he/ she must inform the immediate manager

  • Some travel may be required.

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

  • 1 year working in a customer experience environment with contact center experience.

  • Excellent computer literacy/typing skills.

  • Proficient spelling and grammar.

  • Experience using Zendesk, or other customer relationship management platform.

  • Excellent communication skills.

  • Team player.

  • Organizational skills.

  • Independent and creative thinker.

  • Strong Service Mindset - de-escalation, problem resolution, ability to assimilate information quickly, accuracy, ability to multitask, etc are essential.

  • Ability to educate customers on how to resolve complex technical issues.


Our HQ is based in the mountains so occasionally access can be restricted to the Contact Center. You will be provided with the equipment and training required to work from home if needed. All you will need is a quiet and distraction-free space.


 

Education:

  • High School diploma, GED, or equivalent work experience


 

Jaybird’s parent company is Logitech. Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.

 “All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”

If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 510-713- 4866 for assistance.