Job description

Imagesound Group is seeking a Technical & Customer Support Coordinator to join our quickly growing North America team. This is a full-time position with health and PTO benefits.

The ideal candidate will have strong customer service skills, patience, excellent communication, be highly reliable and extremely organized. The primary job function will be to provide an efficient and effective service to customers calling/emailing in with problems affecting their music, digital signage and A/V systems. We are seeking candidates with IT or technical support experience. We are looking for someone who has solid experience in 1st line support and can work quickly and can start immediately. The position will be located in our Miami offices.

Key Responsibilities

• Answering telephone calls from both domestic and international customers, service/maintenance providers/corporate office contacts.
• Providing technical/service support in English.
• Administering 1st and 2nd line technical helpline service calls and offering diagnosis over the telephone or by email.
• Obtaining order numbers for on-site technicians or replacement media players.
• Creation and submission of simple quotations for replacement of parts.
• Raising of relevant paperwork, and tying up all completed documentation once received, updating customer’s notes and passing through for processing and payment.
• Ensuring all service calls are logged and all notes updated on bespoke database systems.
• Answering of phone calls as a 1st Line administrator
• Escalating calls to different departments and 2nd Line support departments.
• Monitoring network statistics/faults from internal systems and proactively getting customers back online.
• Proactively chasing the offline networking estate to ensure all clients are up-to-date and online.
• Excellent communication, problem-solving and follow-up skills.
• Fluent in Spanish

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Imagesound Group develops and curates in-store music marketing and media solutions for global retail, fashion, hospitality, luxury, restaurant and F&B brands. Imagesound Group represents both Imagesound & Musicstyling brands, respectively. www.imagesound.com|| www.musicstyling.com

From corporate headquarters in the UK, to global offices in Los Angeles, Miami, Hong Kong and Shanghai and regional consultants in Tokyo, Bangkok, Bali, Delhi, Dubai, Casablanca, London, Vancouver, New York and Sydney - the Imagesound family has taken root in all corners of the globe.

You can experience our music curation, screens and content in more than 60,000 locations in 160 countries.

To apply, please submit your resume using Indeed's provided application link. Only those candidates who submit a complete resume/CV will be considered.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Supplemental pay types:

• Bonus pay

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Technical support: 1 year (Preferred)

Work Location: In person

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