Product Supporter

Key responsibilities

• Provide first-line technical support on Bang & Olufsen products and complete system installations via phone and email to B2B partners.
• Diagnose and resolve product malfunctions, configuration issues, and IT/network-related glitches remotely.
• Support service technicians during repair and troubleshooting when required, ensuring smooth case handover.
• Escalate unresolved cases to Field Service, Development, or Engineering with complete, accurate documentation (diagnostics, steps taken, escalation rationale).

Case Documentation & Incident Management

• Log and maintain accurate incident records in RightNow per KPI requirements.
• Track cases to resolution, ensuring timely follow-up and closure.
• Identify recurring issues or trends and flag for investigation.

Product Feedback & Continuous Improvement

• Report failure patterns and technical anomalies to Development.
• Contribute data and analysis for in-depth investigations.
• Improve troubleshooting documentation, best practices, and internal knowledge sharing.

What you bring

• Formal education/training in a technical discipline (electronics, IT, AV) or equivalent hands-on experience.
• Strong troubleshooting across connected AV products, IT-based systems, and computer networks.
• Solid grasp of network infrastructures (wired/wireless, routers, switches, IP device comms).
• Experience supporting complex, integrated systems (AV + network + control).
• Hands-on repair/testing/refurbishment of electronic products (strong advantage).
• Ability to quickly learn premium product ecosystems; B&O familiarity preferred but not required.
• Experience using CRM/ticketing/case-management tools for diagnostics and outcomes.
• Languages: English required; Spanish an advantage.

Who you are

• Customer-focused, calm, and professional communicator.
• Positive, open, and solution-oriented.
• Persistent and methodical in resolving complex issues.
• Self-motivated with strong ownership and follow-through.
• Collaborative across departments.

What we offer

• Compensation: 70.000 USD – 85.000 USD
• Benefits: Pension/401(k) Insurances: Medical, Dental, Life, Accidental, ect.
• Holiday: 4 weeks (20days)
• Company discount: Up to 65%

Location

National Sales Office in New York, US.

Start date

1st of September 2026

How to apply

Submit your CV and application in English by pressing the ‘Apply’ button. Applications are assessed continuously, so please apply as soon as possible and no later than July 27th, 2026. We encourage you to apply as soon as possible; this advert could be close before the stated deadline if we receive a high volume of applications.