Vacancy details

English Speaking Technical Support Agent 

About the job… 

Are you passionate about music and audio products? Are you dedicated to delivering the ultimate customer experience and technical support for Harman products? Do you lead from the front as an exemplary agent? Are you itching to further your career by taking on extra responsibilities? Can you be an integral part in delivering our mission by channelling customer feedback into the business? If you match all these criteria, we want to talk to you about an exciting opportunity to be our new Harman SME Technical Support.

What you will be doing…

• Manage large amounts of incoming contacts (inbound calls, emails, chats & Bazaarvoice)
• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate, valid and complete information by using the right tools and processes.
• Work with spare parts and marketing departments to resolve problems.
• Ensure accurate documentation of every customer contact.
• Handle customer queries to
• Resolve consumer complaints related to service centres, products, business practices, policies, etc.
• Provide clear responses and excellent care concerning consumer audio electronics: headphones, portables, home audio and car audio products
• Provide online web-sales support: Product and Parts sales, returns, refunds, fraud
• Educate customers and colleagues on product features, benefits, applications, compatibility, and comparability
• Recommend new products – Up sell and Cross sell wherever possible
• Take initiative to learn new programs, products and scenarios, continually expanding knowledge and understanding of Harman products.
• Report problems related to customers, products, hardware/software to appropriate resource and update knowledge with client SMEs and trainers
• Abide by Harman and Sykes’ policies and security requirements.
• Make outbound calls to customers where required, in line with procedures
• Provide support to team members to assist with trouble-shooting skills and where necessary take over customer cases to provide more advanced trouble-shooting or Subject Matter expertise
• Improve team’s overall quality and knowledge through monitoring, coaching and feedback
• Identify and highlight to TLs and PM/AM areas where and how customer experience and NPS can be improved
• Liaise with client representatives on customer escalations and specific cases to a satisfactory resolution, both technical and procedural
• Take ownership for and understand when and where it is appropriate to escalate
• Ensure CSat and First Contact Resolution and No Fault Found Rates continue to meet and exceed targets by assisting the Trainer, Quality Monitors and TLs to monitor contacts and suggest improvements.
• Assist Trainer with documenting and delivering training.
• Analysis of NPS, recognizing and understanding the drivers.
• Work as part of a team of Subject Matter Experts ensuring our standard of excellence in service and response times are fully achieved.
• Prompt and accurate completion of all activities to ensure full customer and client satisfaction

Skills You’ll Need…  

• Fluent in English both written and verbal
• Passion for music & Customer Service
• To respond to all client activities within given timescales, efficiently, effectively and accurately
• Good interpersonal and communication skills  
• Excellent troubleshooting skills
• Basic knowledge about WIFI and home network. Connect PC, Phone or tablet to network access.
• Knowledge / awareness of Bluetooth, standard A/V connections (HDMI, SPDIF etc.), wireless devices, Android, iOS, Windows
• Streaming Services knowledge
• To have the ability to manage own workload within a demanding environment
• Excellent attention to detail
• Commitment to a high level of accuracy 

Desirable Skills 

• Extensive technical knowledge of Harman audio products and comprehensive knowledge of Harman tools and processes

• Technical background would be an advantage

Working Hours

• 40-hour contract
• Monday to Sunday between 8am to 5pm
• Weekends between 9am to 4.30pm

Benefits

• Perkz: employee benefits scheme that works with the best UK retailers  
• Learning and Development courses  
• Career opportunities within the account and across site
• Monthly incentives