Technical Support Administrator
Company Description
K-ARRAY | Unique Audio Solutions is a renowned manufacturer of innovative pro audio solutions with global headquarters in Florence, Italy. Founded in 1990, the company focuses on the revolutionary design and manufacture of highly efficient audio systems that produce unparalleled performance. With an extensive portfolio of ultra-compact products for small, medium and large-scale applications, including live sound, events, and fixed installations, K-ARRAY is designing unique audio solutions never dreamed of before.
K-array USA is seeking a Technical Support Administrator to join our team to provide technical assistance to our clients nationwide at our headquarters in Needham, MA. As a Technical Support Administrator, you will be responsible for providing support and troubleshooting services related to K-array amplifiers, speakers, and subwoofers to ensure smooth operation and resolve customer technical issues. This is a contractor position that offers flexibility in terms of part-time or full-time hours, depending on the candidate's availability and preferences.
Responsibilities:
Maintain an in-depth knowledge of the complete line of K-array products, technologies, and their applications
Provide technical support via phone, email, and in-person to clients
Assist customers in troubleshooting and resolving technical problems promptly and efficiently
Collaborate with the technical support team to escalate complex issues and ensure timely resolutions.
Document and maintain accurate records of customer interactions, technical solutions provided, and recurring issues.
Test and evaluate returned products and demo equipment
Process customer repairs according to company RMA policy
Work closely with Sales and Accounting Department on customer return and credit issues
Participate in training sessions and workshops to enhance your technical knowledge and skills.
Skills
Basic knowledge of amplifiers, transducers & impedance required
Excellent customer service skills required; ability to communicate with customers effectively, verbally or in writing.
Customer-oriented mindset with a focus on delivering exceptional customer support
Ability to respond to customers in a timely and effective manner
Strong problem-solving and troubleshooting skills to identify and resolve technical issues efficiently.
Ability to work independently and handle multiple tasks simultaneously with attention to detail.
Computer proficiency including Microsoft Office and Google Workspace
Prior experience in technical support or a related field is a plus.
Experience with CRM a plus
In addition to the above, the ideal candidate should have excellent communication and interpersonal skills, strong problem-solving skills, and the ability to work independently and as part of a team. Knowledge of audio systems and experience in the audio industry is preferred.
K-ARRAY | Unique Audio Solutions is a renowned manufacturer of innovative pro audio solutions with global headquarters in Florence, Italy. Founded in 1990, the company focuses on the revolutionary design and manufacture of highly efficient audio systems that produce unparalleled performance. With an extensive portfolio of ultra-compact products for small, medium and large-scale applications, including live sound, events, and fixed installations, K-ARRAY is designing unique audio solutions never dreamed of before.
K-array USA is seeking a Technical Support Administrator to join our team to provide technical assistance to our clients nationwide at our headquarters in Needham, MA. As a Technical Support Administrator, you will be responsible for providing support and troubleshooting services related to K-array amplifiers, speakers, and subwoofers to ensure smooth operation and resolve customer technical issues. This is a contractor position that offers flexibility in terms of part-time or full-time hours, depending on the candidate's availability and preferences.
Responsibilities:
Maintain an in-depth knowledge of the complete line of K-array products, technologies, and their applications
Provide technical support via phone, email, and in-person to clients
Assist customers in troubleshooting and resolving technical problems promptly and efficiently
Collaborate with the technical support team to escalate complex issues and ensure timely resolutions.
Document and maintain accurate records of customer interactions, technical solutions provided, and recurring issues.
Test and evaluate returned products and demo equipment
Process customer repairs according to company RMA policy
Work closely with Sales and Accounting Department on customer return and credit issues
Participate in training sessions and workshops to enhance your technical knowledge and skills.
Skills
Basic knowledge of amplifiers, transducers & impedance required
Excellent customer service skills required; ability to communicate with customers effectively, verbally or in writing.
Customer-oriented mindset with a focus on delivering exceptional customer support
Ability to respond to customers in a timely and effective manner
Strong problem-solving and troubleshooting skills to identify and resolve technical issues efficiently.
Ability to work independently and handle multiple tasks simultaneously with attention to detail.
Computer proficiency including Microsoft Office and Google Workspace
Prior experience in technical support or a related field is a plus.
Experience with CRM a plus
In addition to the above, the ideal candidate should have excellent communication and interpersonal skills, strong problem-solving skills, and the ability to work independently and as part of a team. Knowledge of audio systems and experience in the audio industry is preferred.
