Technical support Executive

Resposibilities · Handle customer interactions across voice, chat, and digital platforms while maintaining consistent quality and brand tone.

· Deliver premium, white-glove technical support across voice and digital channels, ensuring brand-aligned communication and ownership of the end-to-end customer experience.

· Diagnose and resolve technical issues related to Sono's speakers, home theatre systems, and the Sonos app.

· Focus on achieving first-contact resolution by thoroughly addressing customer concerns and minimizing repeat interactions.

· Maintain accurate and detailed case notes within CRM platforms to ensure proper tracking and follow-up.

· Consistently meet established performance targets, including SLA adherence, customer satisfaction scores, quality standards, and productivity metrics.

· Identify situations that require advanced expertise and escalate complex cases to the appropriate teams.

· Stay informed about the latest...