Technical Support Specialist

SYKES is a global business process outsourcing (BPO) leader in providing comprehensive inbound customer engagement services to Global 2000 companies, primarily in the communications, financial services, healthcare, technology, transportation and retail industries.

Sonos is committed to delivering the ultimate home listening experience to their users. As a Technical Support Specialist you will play an integral role in delivering a superior customer service experience through all channels (email, phone, and social media). By delivering excellent customer support and channeling customer feedback to the business, you will help deliver their mission to fill every home with music.

* Provide outstanding technical assistance to our customers through live troubleshooting and problem isolation. * Pro-actively take ownership of open issues and interface successfully with management and the engineering team. * Ensure customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe and timely closure. * Follow-up with the customer until the issue is resolved. * Identify, analyze and solve software and hardware issues. * Work with music services and all operating systems (Mac, Android, Windows and iOS). * Constantly learn, expand and share your knowledge.

* Must love music! * Experienced with home network troubleshooting and configuration including wireless configuration, router settings, and Internet security software. * Customer service oriented with excellent communication skills. * Inquisitive, bright & creative troubleshooter. * True team player, no 9-5 mentality. * Driven to go the extra mile to solve an issue. * Knowledge of Mac/PC, Android and iOS operating systems strongly desired. * Certifications desired (CCNA, CWNA, MCSA, N+, A+) but not required. * College degree in Computer Science or other related field preferred.