IPORT Post-Sales Support Specialist
Company: Sonance
Location: San Clemente
Posted on: May 3, 2024
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Job Description:
Description:About Us: IPORT is a pioneering hardware tech brand
that creates industry-leading Apple accessories, transforming Apple
products into powerful business tools. We specialize in designing
and manufacturing B2B products and solutions tailored to the unique
needs of businesses, empowering organizations to harness the power
and versatility of Apple products in their daily operations. Our
mission is to revolutionize the way businesses use technology by
providing innovative, high-quality solutions that enhance
productivity and user experience. As a Post-Sales Support
Specialist at IPORT, you will play a crucial role in maintaining
the integrity and effectiveness of our products. Your expertise in
handling escalated technical support issues, contributing to
product development, and creating comprehensive support materials
will be vital in enhancing our customer experience and improving
our product offerings. You will be the primary point of contact for
key customers for any product, installation or performance issues
to help resolve and ensure customer satisfaction. Key
Responsibilities1. Act as the escalated contact point for all IPORT
tech support issues, ensuring timely and effective resolution.2.
Lead in accumulating and analyzing information regarding customer
support issues, revising documentation as appropriate and
identifying patterns for product improvement.3. Actively
participate in product development design reviews and mock
installations, providing insightful feedback. 4. Contribute to the
creation of user manuals and support content, ensuring clarity and
comprehensiveness.5. Identify gaps in training or process in tech
support that will reduce recurring issues and improve manuals.6.
Author white papers and additional support content for the IPORT
knowledge base, enhancing the available resources.7. Regularly
report to the Director of Product Marketing, providing updates and
insights on support issues and resolutions.8. Collaborate with the
product team to implement improvements based on customer feedback
and support experiences. 9. Some travel may be required to visit
customers, troubleshoot and ensure resolution.Requirements:Minimum
Qualifications1. Bachelor's Degree in a related field.2. Minimum of
3+ years of experience in a similar tech support role. Advanced
knowledge of iOS SDK, MFi Hardware Development Specifications,
Apple Products, PoE, networking and USB.3. Proven ability to apply
deductive reasoning and variable isolation for diagnosing complex
tech support issues.4. Strong foundation in electrical and
mechanical engineering principles. 5. Ability to engage with
international customers, including making calls at various hours
due to time zone differences.6. Demonstrated experience in working
with customers on complex issues, driving resolutions, and
repairing relationships.7. Excellent communication skills, both
verbal and written.8. Ability to work effectively in a team and
independently. Preferred Qualifications1. Experience in a tech
support role specifically related to Apple products or
accessories.2. Advanced troubleshooting skills in a fast-paced
environment.3. Proven track record of contributing to product
improvements based on customer feedback. 4. Experience in authoring
technical documents or support materials. Join our team and help us
transform the way businesses use Apple products. IPORT is an equal
opportunity employer and values diversity in its workforce. We
encourage applications from all qualified individuals, regardless
of background. To apply, please submit your resume and a cover
letter highlighting your relevant experience and explaining why you
are the ideal candidate for this role. PM21Compensation details:
80000-120000 Yearly SalaryPIa4016c8cd944-25660-33764097
Keywords: Sonance, El Cajon , IPORT Post-Sales Support Specialist, Sales , San Clemente, California
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