Technical Support Representative

JOB SUMMARY:The Technical Support Representative is responsible for assisting the company with supportrelated phone calls, emails, social media groups, and salesperson technical needs. They willwork closely with the Field Engineer and Service Team to implement efficient workflows to assistend users, distributors, and dealers alike with Return Merchandise Authorizations as well astechnical troubleshooting with the Hollyland Product line. The Technical Support Representativewill also assist in receiving, quality control, and shipping of any defective or returned product.KEY RESPONSIBILITIES:-Manage support and technical phone calls and emails from end users, dealers, anddistributors of Hollyland Products-Be resourceful in coming up with solutions based on Hollyland protocol to make the RMAprocess as efficient as possible for the company and the customer-Manage the Hollyland Product Users Group Facebook page by answering technicalquestions that may arise with the product and certain uses-Possess a continued knowledge of the Hollyland Product line and the real world abilitiesand applications of said products-Executing patience and customer service skills while assisting customers withtroubleshooting or setup of Hollyland Product within their signal flow-Assist current sales team with any technical setup questions they may have with currentor future clients-Communication with the R&D Team with customer feedback and future ideas and/orsolutions for our current product lines-Continued knowledge of production gear that works with ours in the real worldapplications, such as Video Cameras, Monitors, Intercom, MIcrophones, PA systems,etc.-Time management and organization to your personal workflow based on needs of theteam youre working with and your own personal work goalsQUALIFICATIONS:-Bachelors degree in Electronics, Engineering, or a related field-At least 2-3 years of experience in a previous role of customer support / technicalsupport-Knowledge of video and audio signal flow and general knowledge of electronics withinany style of production including Audio and Video components-Ability to discuss troubleshooting techniques with end users and engineers alike with acontinued knowledge of real world applications of Hollyland Products-Experience with customer support emails and phone calls-Experience with Zendesk or Jiandaoyun systems preferred, not a need-Strong understanding of signal flow of Audio and Video components as well as how toproperly connect non Hollyland components with Hollyland Products-Previous experience with quality control of electronics gear preferred