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HARMAN International is a leading technology company that is constantly innovating and pushing the boundaries of what is possible. As a Technical Support Agent, you will be a key member of our team, providing technical information and customer support to consultants, dealers, and end-users in English, verbally and written, relevant to the Harman Professional brands.
Key Responsibilities- Provide first-level technical support for audio, video, and lighting products, and transfer/escalate tier 2 and 3 inquiries to product experts within Technical Support.
- 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.
- Provide part numbers for external repairs.
- Communicate effectively with U.S. customers in English.
- Provide excellent customer service skills, as you will often be representing the company as regards to "first impression".
- Bachelor degree or 2 years education in a technical field.
- Or Minimum 2 years' experience in a customer service role; preference given for Audio, Video, or Lighting experience.
- English fluency, oral and written.
- General commuting skills, typing, and MS Office suite competency.
- Experience using SAP or ERP.
- Experience using Microsoft Dynamics 365, or Salesforce CRM.
- Strong computer skills using Microsoft Operating System, Office.
- Willingness to work in an office located in Tijuana, MX.
- US Visa & Passport available.
- Background investigation and drug screen required.
