Technical Support Agent

Purpose of Role/Key Objectives

It began with one man’s passion for music.

Believe that the exploration of sound is an adventure? Want to join a world leader in the audio field and work alongside some genuinely talented people?

Naim Audio is a highly respected global brand that is both innovative and creative, continually receiving industry awards and consistent 5-star reviews for our ability to produce technically brilliant and stylish audio pieces. #NaimAudio #FocalpoweredbyNaim

By managing the relationship between our four pillars of engineering we enable our listeners to hear every single note in equal measure and transcend from audio sound to musical performance.  We call this unique and emotive transmission the ‘Voice of Naim’; it’s our signature, our calling card.

How can you join us?

Here at Naim Audio there is an exciting opportunity for a Technical Support Agent to join our team delivering an effective and efficient service to our stakeholders.

Unlike most other consumer electronics, Naim Audio products are not designed to be replaced three or four years down the line, they are built for sustainability, as an investment to enable the customer to enjoy many years of incredible musical experience.  Our pride in this regard is integrated in all we do, culturally, here at Naim.    

Main Duties and Responsibilities

Principal responsibilities / duties

The Technical Support Agents primary responsibility is to provide market leading technical, customer and sales support via multiple communication channels. TSA’s will act as the first line of defence for fault resolution and are accountable for minimising the volume of products brought back to base for repair.

Agents will also hold responsibility for supporting the creation and maintenance of technical support documentation as well as working closely with internal departments to communicate and resolve reoccurring issues.

Customer Support

  • Multi-channel technical support to end-users and dealers
  • Creation and development of knowledge base (Technical Support Guides)
  • Running product history lookups to confirm unit history to retail/distribution/end users
  • Working with marketing team to manage technical support via social media platforms

Service Centre

  • Management of aftersales returns schedules for service & repair including raising of RMA’s
  • Management of service and repair quotations
  • Support Service Centre with coordination and delivery of parts for scheduled service & upgrade

Reporting

  • Work with S&R team to monitor profile of in-warranty repairs and feedback to Quality team for fault resolution
  • Feedback customer reports of bugs and issues to the R&D and software department.

Continuous Improvement

  • Monitoring of S&R centre findings to ensure all TSG information is holistic & relevant to prevent return where possible
  • Monitoring of NFF percentages of in-warranty returns – coordination and management of NFF home trials to identify intermittent and subtle faults
  • Support the creation and management of a new CRM tool to manage customer contacts
  • Support the integration of new communication channels as/when required (e.g. Live chat)
  • Process mapping of department operations to ensure efficiency and customer experience
  • Development of RMA process – integrate into one master database with suitable data collection methods and customer management potential
  • Investigate use of and management of social media and associated contacts

Skills & Requirements

  • Good understanding of Microsoft Office (Word and Excel)
  • Use of internal systems (training will be provided)
  • Technical understanding of networking
  • Technical understanding of audio and/or electronic consumer equipment
  • Ability to manage customers, control conversations and negotiate successful outcomes
  • Ability to confidently and clearly communicate with all levels of stakeholders
  • Up to two years’ experience gained in a similar technical role
  • Demonstrable experience of customer services
  • Demonstrable written and interpersonal communication skills
  • Passionate and eclectic music lover – desirable but not essential!

Qualification / Experience

  • Maths and English Language to Grade C G.C.S.E and above

Location:

Salisbury

Reporting to:

Technical Support Manager

Hours of work:

37.5 hours - Monday to Friday

If you are interested in this role, please contact us at [email protected].