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Technical Support Specialist

Department: Customer Care

Location: Santa Barbara

Req#: 4639

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.

About You

You're not like everyone else.

You bring a unique perspective to the table. Transparency tops your list of values. Your smarts and creativity are off the charts, matched only by your humility. You want to collaborate with a team of diverse talent. 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 unafraid to make mistakes because you learn from them and bounce back quickly. You don't stop until you get it right. "Impossible" isn't in your vocabulary. You're more interested in creating the future than waiting for it.

You love to listen.

You start every interaction from a place of listening and seeking to understand. You're culturally connected. You remember your first concert. You can readily recommend a binge-worthy show on Netflix, Hulu or HBO. You can't sit in traffic without a great audiobook, podcast or album. You can make a killer playlist. Your idea of a good weekend includes watching a movie or playing a video game.

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 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)

Skills You’ll Need
  • Must love music!
  • Excellent written communication skills (Native & English)
  • Inquisitive, bright & creative troubleshooter
  • 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
  • Proven track record of troubleshooting problems, researching and finding answers to consumer questions
  • Come from a customer service background, whether it be digital, phone or retail based
  • Direct experience with social community management, social customer care, crisis communications, public relations, triage or response

How to Audition
Apply now and if there is a strong match we will reach out.
More About Sonos

In 2002, Sonos set out to reinvent the way people listen at home. The wireless home sound system we created makes it easier than ever to fill any and every room with music, podcasts, TV, and just about anything else you could ever want to hear-all with brilliant, immersive clarity. Since then millions of people in over 60 countries have made Sonos part of their lives.

Today we remain focused on innovation, thoughtfully designing products, inventing new technologies, expanding our software platform, crafting the best sound experience and making a positive social impact in the world.

We're empowering people to listen better because listening builds understanding and drives change. It even increases happiness and brings people together. Simply put, listening leads to a better life. (We've got the data to prove it.)

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 characteristics.

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 accommodations@sonos.com and let us know the nature of your request and your contact information.