Technical Support Agent

Job title:

Technical Support Agent

Company:

Harman

Job description

HARMAN (harman.com) designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions, and services supporting the Internet of Things. With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 50 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. Looking for a challenge where your experience is valued? Come see what you can achieve as a Technical Support Agent with HARMAN!About the RoleThis position is within HARMAN’s Professional Division. In this role, you will provide technical information to consultants, dealers, and end-users in English, verbally and written, relevant to the HARMAN Professional brands.What You Will Do:Start cases in CRM from phone calls, email and chat as well as coordinate and document solutions provided to customer.Answer technical questions and troubleshoot issues with audio, video and lighting products, and transfer/escalate tier 3 tickets to product experts within Technical Support, Quality, and Engineering.Contribute to internal and external knowledge base and be a power user in finding relevant articles and directing customers to solutions.Exercise judgment within defined practices and policies in selecting best methods and/or techniques for solving problems and obtaining solutions for the customer.Create RMAs (repair authorizations) for returns, if necessary.Determine applicable components or parts needed for customer repairs based on descriptions and troubleshooting.Verbal and written communication with customers in English.Excellent customer service skills a must. You will often be representing the company as regards to “first impression.”What You NeedAssociate degree or 2 years of education in a technical field or a minimum three years’ experience in a technical or customer service role; preference given for audio, video or lighting experience.English fluency, verbal and written.Strong communication skills and proficiency in Microsoft 365 apps.What is Nice to HaveKnowledge of general audio principles.Electronics knowledge.Bachelor’s degree in a related field plus two years’ experience in audio, video, control, lighting or IT.Knowledge of company and competitors’ products.Proven interpersonal and written communication skills.Experience using Microsoft Dynamics 365 or Salesforce CRM.What Makes You EligibleWillingness to work in an office located in Pécs, Hungary.What We OfferFlexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.Access to employee discounts on world-class HARMAN/Samsung products (JBL, Harman Kardon, AKG etc.).Professional development opportunities through HARMAN University’s business and leadership academies.An inclusive and diverse work environment that fosters and encourages professional and personal development in an innovative and collaborative culture.“Be Brilliant” employee recognition and rewards program.Work on best-in-class emerging technologies and an atmosphere that pushes you to give your best.#LI-On-siteImportant Notice: Recruitment ScamsPlease be aware that HARMAN recruiters will always communicate with you from an ‘@harman.com’ email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in ‘@harman.com’ about a job with HARMAN, please cease communication immediately and report the incident to us through:HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.© 2024 HARMAN International. All Rights Reserved. If you are using a screen reader and are having problems using this website, please call (800) 645-7484 for assistance.

Expected salary

Location

Pécs, Baranya

Job date

Thu, 12 Dec 2024 07:41:19 GMT

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