Specialist, Tech Support- Tier 1

REQ: REQ-115415 Customer Service

  • Harrison, NJ, United States
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Panasonic – Specialist, Tech Support

Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we’ve been committed to improving peoples’ lives and making the world a better place–one customer, one business, one innovative leap at a time. Come join our journey.

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What You’ll Get to Do:

  • Provide customers with Tier 1 technical phone/email/chat support regarding operation and troubleshooting of Panasonic professional video and wireless audio products.
  • Assist end-users in proper equipment usage, installation/system integration, error recovery, and simple operational troubleshooting of product via telephone, email or chat while maintaining required service levels set for hotline
  • Maintain proper records on customer communications in support center database. Document and share newly found information or troubleshooting techniques with other staff, engineering and field service team
  • Identify and report product quality, customer operation issues and potential product problems. Escalate all customer’s issues and problems with engineering and management while providing customer with timely feedback on progress of their issues and maintaining records of all escalated problems.
  • Work as a team to assure maximum coverage of hotline, email, and chat at all times
  • Be knowledgeable and clearly communicate to customers Panasonic professional video and wireless audio product warranty, service policies and procedures as well as scope of professional services. Attend Product training seminars for new products, continuously work to possess and maintain the necessary technical knowledge to accomplish all job assignments and responsibilities in timely manner
  • Identify and report product quality, customer operation issues and potential product problems. Escalate all customer’s issues and problems with engineering and management while providing customer with timely feedback on progress of their issues and maintaining records of all escalated problems.
  • Any other tasks related to Call Center operations as assigned


What You’ll Bring:

Education & Experience:

  • Bachelor’s Degree in engineering or 3-5 years related work experience or equivalent combination of education and experience (Major in Electrical Engineering preferred, high concentration in Broadcast and Production as well as IT Technology and Networking is desired).
  • SBE certification a plus.
  • Proficiency in Microsoft Win 10 and Mac OS

Problem Solving:

  • Must have excellent broadcast video product knowledge as well as computer/IT skills and understand the operation of broadcast products, IT Technology and Networking, file-based video workflow (requisition, editing, archiving).
  • Must have the ability to effectively and efficiently solve normal challenges and problems in an office/business environment, works well under pressure situations
  • Know where and /or how to get the necessary technical information required for supporting customers.
  • Should be Self-Starter highly motivated individual who is quick learning, intuitive and can manage multiple talks simultaneously

Communications:

  • Position requires concise communication skills and problem-solving ability to logically troubleshoot problems and determine the course of action needed to complete the call in the shortest time possible. Excellence in both written and oral communication skills required. Typing proficiency: 40-50 WPM.
  • Knowledge of customer telephone handling techniques, as well as chat and email support processes. Strong MS Office Skills; specifically, Excel, PowerPoint, Word and Outlook Email, experience creating forms, spreadsheets, and presentations
  • Ability to write reports and communicate with product engineers on reoccurring problems within the product lines.

Other Requirements:

  • Primary Location: United States-New Jersey-Harrison (no relocation)


What We Offer:

  • Competitive compensation package
  • Comprehensive benefits
  • 401K
  • Pet Insurance
  • Paid Parental Care Leave
  • Employee Referral Program
  • Educational Assistance
  • Flexible Work Program
  • Volunteer time Off
  • Casual Dress Code
  • Total Well Being Program

Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.

REQ: REQ-115415 Customer Service

  • Harrison, NJ, United States
Apply Apply

As a global policy, Panasonic does not recognize resumes or other application materials submitted from staffing agencies and search firms outside of our system. Therefore, please do not submit resumes or other application materials through the external Panasonic web site or directly to our employees. Any resumes or other application materials submitted through the external web site or directly to employees of Panasonic or any of its subsidiaries or affiliates will not be eligible for any agency fee, and the resume and other application materials will be added to our database for direct recruitment.

Panasonic assigns only certain positions to approved staffing agencies and search firms that have a current agreement with Panasonic in place. Not all positions are eligible for an agency fee.