About Kanto Living
Kanto Living is a growing consumer electronics company specializing in audio, home entertainment, and mounting solutions. Our products are sold across North America and are used by consumers, retailers, and professional AV installers.
We are looking for a Technical Support & Customer Service Specialist to join our team in Langley, BC.
This is a hands-on, hybrid role that combines customer service, technical support, and product testing/rework.
If you enjoy figuring out why something isn't working, researching solutions, and explaining technical information clearly to others, we'd like to hear from you.
What You'll Do
Customer Service
- Manage and respond to customer support tickets in a timely and professional manner.
- Provide clear and helpful support to customers by email, phone, and other support channels.
- Assist with warranty-related inquiries and replacement orders.
- Process and coordinate replacement product requests accurately and efficiently.
- Follow up on outstanding customer issues to ensure timely resolution.
- Support the Customer Service team with technical questions and escalated cases.
- Document customer interactions, troubleshooting steps, and resolutions.
Technical Support
- Provide technical support for Kanto and Furrion products, including speakers, soundbars, subwoofers, TVs, remotes, and connected AV systems.
- Troubleshoot issues involving HDMI, ARC/eARC, HDMI-CEC, optical audio, Bluetooth, Wi-Fi, networking, and connected devices.
- Determine whether an issue is related to configuration, compatibility, installation, connected equipment, or a product fault.
- Research unfamiliar technical issues using product documentation, online resources, and internal information.
- Reproduce problems using known-good equipment and systematic testing.
- Communicate technical findings clearly to customers, installers, and the Customer Service team.
- Escalate appropriate issues to Engineering with clear documentation of testing and findings.
- Help develop troubleshooting procedures, internal documentation, and known-issue information.
Product Testing, Rework & Warranty
- Perform product testing and inspection as required.
- Use a multimeter and basic test equipment to investigate straightforward electrical and electronic issues.
- Inspect wiring, connectors, PCB assemblies, and solder joints.
- Perform basic soldering and approved product rework.
- Follow established testing, repair, warranty, and safety procedures.
- Identify recurring or unusual product issues and communicate findings to Engineering.
Qualifications
- Experience in technical support, troubleshooting, customer service, electronics, AV, consumer technology, or a related field.
- Strong troubleshooting and problem-solving skills with a methodical approach to diagnosing issues.
- Strong written and verbal communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences.
- Ability to research unfamiliar problems and learn new products and technologies independently.
- Working knowledge of electronics, AV equipment, networking, or related technology.
- Comfortable working with computers, technical documentation, and support systems.
- Strong organization, attention to detail, and follow-through.
- Customer-focused, professional, and solutions-oriented.
- Comfortable working both at a desk and hands-on with products and equipment.
- A diploma or certificate in electronics, AV technology, networking, or a related field is an asset, but not required where equivalent practical experience can be demonstrated. Curiosity and a willingness to learn are important to us.
Additional Experience & Skills
Experience with AV equipment, consumer electronics, product testing, electronics repair, soldering, multimeter use, HDMI/ARC/eARC/HDMI-CEC, Wi-Fi and networking, smart TVs, home automation, AV installation, universal remotes, or control platforms such as Control4, Crestron, RTI, Savant, or URC would be an asset.
You do not need experience with all of these technologies. Product knowledge and company-specific processes will be taught on the job.
What You’ll Get
- Full-time, Monday–Friday position
- On-site work in Langley, BC
- $25/hour, with consideration for relevant experience
- Employee benefits and company events
- Opportunities for professional development
- Free on-site parking
- A varied role combining customer interaction, technical problem-solving, and hands-on product support
Our Hiring Process
Because troubleshooting is an important part of this role, the interview process may include a short practical problem-solving or technical assessment.
We’re more interested in how you think through a problem and approach troubleshooting than how many technical specifications you have memorized.
If you’re technically curious, customer-focused, organized, and enjoy solving problems, we’d like to hear from you.
Pay: From $25.00 per hour
Expected hours: 40.0 per week
Benefits:
- Company events
- Extended health care
- On-site parking
- Paid time off
Ability to commute/relocate:
- Langley, BC V1M 3B4: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What experience, skills, and technical knowledge make you a strong fit for this Technical Support & Customer Service Specialist role?
Work Location: In person
