What are the responsibilities and job description for the IPORT Post-Sales Support Specialist position at Sonance?
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 Responsibilities
1. 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 Qualifications
1. 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 Qualifications
1. 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.
PM21
Salary : $80,000 - $120,000
