Customer Support Specialist

October 1

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HARMAN International

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Audio • Sound • Infotainment • Consumer Electronics • Professional Sound

10,000+

Description

• The Roon Customer Support Specialist is part of the Customer Support & Success Team. • Efficiently triage and manage incoming customer conversations across multiple platforms. • Manage customer interactions to ensure timely responses and resolution. • Accurately upkeep customer records within the ticketing system. • Encourage and facilitate customer retention, engagement, renewals, and win back churned customers. • Maintain, enhance, and expand the customer-facing help center. • Attain and maintain mastery in all aspects of Roon, including bug fixes, enhancements, new features, partnerships, and certified devices. • Monitor and communicate customer trends, and internal tool/service outages, and advocate for customers within the company. • Actively seeks collaboration with team members and cross-functional departments.

Requirements

• Minimum one year of experience as a customer support agent. • Exceptional written communication skills (English 90%, advanced English level, reading and writing that allow fluid presentations), adept at understanding customer needs, and able to articulate information clearly and effectively. • Demonstrate genuine empathy and personalized attention in addressing customer concerns, while swiftly identifying underlying issues and formulating effective solutions to achieve resolutions. • Reliability in prioritizing tasks, proactive decision-making, and adaptability to evolving priorities and changes in product offerings and operational workflows to align with team goals. • Familiarity with and a solid understanding of network basics (connection protocols, network shares, etc.), browser configurations, storage management, downloads and installers, etc. is nice to have. • Prior experience in remote work environments is nice to have. • Genuine passion for music or any engagement in the audio & music industry is nice to have. • Comfortable engaging on community forums is nice to have.

Benefits

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location. • Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.) • Extensive training opportunities through our own HARMAN University • Competitive wellness benefits • Tuition Reimbursement • An inclusive and diverse work environment that fosters and encourages professional and personal development.