TECHNICAL SUPPORT ANALYST - HOME AUDIO
The Lenbrook Group is a privately held Canada-based owner of brand development and distribution interests in residential and commercial audio and communications technologies. Its internationally recognized brands include NAD Electronics, PSB Speakers, and Bluesound, serving the high-performance residential audio space; Bluesound Professional, for sophisticated networked streaming commercial audio solutions; and a growing portfolio of software platforms and technologies including BluOS, MQA, AIRIA, FOQUS, and QRONO.
We are seeking a Technical Support Analyst to help our customers get the most out of their premium audio products. The ideal candidate enjoys problem-solving and can patiently guide non-technical users through product setup and troubleshooting. Experience with home networking and consumer streaming technologies is essential. This position is based at our Pickering location and offers an exciting opportunity to work with cutting-edge audio solutions while delivering exceptional customer support.
A Day in the Life:
- Be the first point of contact – Answer incoming calls, emails, and voicemails promptly, ensuring every customer receives a timely and thorough response.
- Deliver an outstanding customer experience – Provide friendly, professional, and patient support while managing your time effectively.
- Empower customers with knowledge – Walk them through solutions step by step, making sure they feel confident using their equipment.
- Help customers get the most out of their audio products – Offer clear guidance on setting up, configuring, and troubleshooting 2-channel amplifiers, AV receivers, and media devices.
- Identify and report trends – Share feedback with our product development team to help improve our products and services.
- Stay organized – Log and track technical issues in our database to build a strong knowledge base.
- Facilitate warranty support – Diagnose device issues and coordinate replacements or repairs when needed.
What You Bring to the Team:
- Technical degree or diploma from a recognized post-secondary institution.
- Customer service experience, with the ability to multi-task in a fast-paced consumer-centric environment.
- Excellent written and verbal communication skills.
- Empathetic understanding of non-technical consumers when dealing with technology issues.
- Solid track record of helping novice consumers both understand and enjoy new technology.
- Experience supporting end-customers across common consumer-grade audio products.
- Passionate for product reliability and quality.
- Experience with streaming media, internet radio and emerging audio cloud service technologies.
- Understanding of the importance of confidentiality in new product development
- Knowledge of digital audio formats: AAC, WMA, WMA-L, FLAC, ALAC, MP3.
- Demonstrated ability to set up consumer grade networks.
Nice to Haves:
- Familiarity with Zendesk Help Center software
- Understanding of Netsuite ERP
- Experience with Linux
- Experience with Computer Hardware
- Experience with Excel (or Numbers) and PowerPoint (or Keynote)
Compensation: $40,000 - 41,000 annually (inclusive of base salary and sales incentive)
Additional benefits include:
- Paid vacation and sick leave
- Health and dental benefits
- Group RRSP program
In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005 and Lenbrook’s Accommodation Policy, accommodation will be provided in all parts of the hiring process. Please make any such needs known in advance.
Pay: $40,000.00-$41,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
