JOIN OUR CUSTOMER EXPERIENCE TEAM AS A CUSTOMER SUCCESS SPECIALIST AND PLAY A CRUCIAL ROLE IN DELIVERING A WORLD-CLASS EXPERIENCE TO SHURE CUSTOMERS BOTH BEFORE AND AFTER THEIR PURCHASE.

You’ll be at the forefront of customer interactions, expertly managing leads, qualifying opportunities, and guiding customers through our software and cloud onboarding processes. Leveraging your deep product knowledge, you’ll address inquiries, solve problems, and provide professional and timely responses. Your expertise in customer satisfaction and Tier 1 technical insights will ensure outstanding service, quick resolution of issues, and smooth escalation of complex cases. If you’re passionate about creating exceptional customer experiences, we want you on our team!

Responsibilities:

• Independently handle all incoming phone calls, emails, and live chat messages regarding pricing, purchasing, tier 1 basic technical support, and repair for all Shure products as the first point of contact.
• Maintain comprehensive knowledge of all Shure products and their applications. Offer feedback to improve customer service efficiency and share feature requests and workarounds with the team. Understand product functionality and integration, identify customer needs and pain points, and provide creative solutions. Connect potential buyers with local Shure Representatives.
• Managing and responding to incoming leads and opportunity tasks related to all Shure products and lead sources. Responsibilities include onboarding customers to Shure Cloud, handling software license renewals, and managing, qualifying, and cultivating leads for routing to appropriate opportunity tasks across all product categories.
• Clearly and consistently document and update customer records based on interactions, transactions, comments, and complaints to monitor and report on customer satisfaction.
• Creating and managing Service Cloud contacts and cases in Salesforce, tracking escalated issues to ensure timely resolution for customers, and coordinating and communicating with customers throughout the case lifecycle.
• Address and resolve complaints, escalating when necessary, and collaborate with Sales, Dealer Support, Applications Engineering, Marketing, Service, and Repair departments for efficient issue resolution.
• Send update emails and phone communications to customers on pending orders, open ticket(s), advanced replacements and RMAs, upcoming changes (firmware, product features, etc.), and general questions and/or concerns.
• Performs other duties as assigned (i.e., report trends, patterns, FAQs, frequent complains, common requests, and happy Customers to manage