Customer Support Representative

A high-end audio equipment design and manufacturing company in Boulder is seeking a full-time Customer Support Representative (CSR) to assist customers with technical problems for all PS Audio products. The CSR’s workload mostly consists of inbound customer calls to provide product information, IT service and satisfaction to problem resolution.

Some of the essential functions are to:

Assist customers by answering product and service questions

Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting a solution

Service customers worldwide via phone and email

Keep in constant communication with the engineering department on product-related failures

Generate Return Merchandise Authorizations (RMAs), Sales Orders, Call Tags requests

Assist communication between repair technicians and customers

Follow up with customers to ensure their technical issues are resolved

Assist the sales team with answering phone calls during high volume times

Adhere to PS Audio Communication Standards of service and repair advocacy

Critical knowledge, skills, and abilities are:

Excellent and professional verbal customer interfacing

Excellent and professional written communication, documentation, and interpersonal skills

Familiar with operating systems including Windows, MacOS, Networking experience (Ethernet/ Wifi) and Bluetooth

Familiarity with music apps, such as Spotify, Pandora, and high-end music services such as Roon, Quboz and Tidal, are a big plus

Proficient with Sage MAS and / or other business management software

The highest level of listening skills, understanding, and patience with customers

Handle, prioritize, and complete heavy workloads

Occasional lifting up to 40 lbs.

Strong organizational skills

2 years of college education in electronics and/or computer technology or equivalent experience

Please submit a cover letter and your resume to us.