Customer Support Advocate (1 year contract)
Harmonic is the industry leading solution for the transformation for video, cable and media companies, with smarter, faster, and simpler video streaming and broadband services. We are at the forefront of industry innovations, with simplified streaming using the cloud or software as a service, or next-generation gigabit services for the cable market. To learn more, go to About Harmonic.
Role Description
The Harmonic Technical Assistance Center is the consolidated single point of contact for all customer support questions and issues. The TAC is geographically dispersed at key strategic locations worldwide, including Harmonic facilities in California, Oregon, England, Singapore, Hong Kong and Israel. The TAC operates 24 x 7 and is staffed by Harmonic Technical Support Engineers who provide multi-level technical support, case management, and problem resolution.
As a member of Harmonic Worldwide Technical Support organization, the Customer Support Advocate (CSA) will have overall responsibility for managing non-technical cases/issues, provide escalation management, and ensure a high level of responsiveness and customer satisfaction. This is a 1 year contract role.
What You Will Be Doing
- Answer incoming Technical Support Hot-line and provide customer service.
- Log all support email cases and communications
- Update cases with new incoming support emails
- License key generation. Create a case when a key is requested, copy the information in the case and then close the case.
- Process Return Material Authorization (RMA) requests
- Provide Harmonic employees and customers with case updates, including RMA & shipping status and reports on demand
- Manage customer requests, inquiries and complaint
- Provide escalation management notification
- Manage and maintain the Customer Support database integrity, which will include but not limit updating customer sites, contacts, contracts and configuration data
- Coordinate and communicate with the maintenance renewals, sales, software distribution, accounting and contracts administration departments to ensure the accuracy of customer data
- Redirecting customers to the right company resource
- Resolve service agreement issues when Customer Support database is inaccurate or incomplete. This will be accomplished via verifying and researching agreements with Order Entry, Sales Order Adm. and the Sales organization.
- This position requires the individual to work shifts that may be outside normal working hours as per the requirements from the business.
In addition, this individual will work with other Harmonic departments to ensure our customers are being provided with the best possible Customer Service. The Customer Support Representative will also be asked to assist in other tasks that contribute to the smooth operation of the Customer Service & Support organization.
What You Will Need To Succeed
- Minimum Qualification: Graduate in any branch
- 2+ years of customer service, or advanced administrative support experience with direct customer engagement
- Experience working with service Case Management or other database systems preferred
- Fluency in both written and Spoken English.
- The position may require working in shift and during India/local holidays.
Diversity, Equality, and & Inclusion at Harmonic Inc
At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.
