Technical Support Specialist (Bos)
Department: Customer Care
Location: Boston, Santa Barbara
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 short-term objectives.
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.
- 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 platforms
- 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)
- 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 platforms
- 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.
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.
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