CSA and Office Administrator

Customer Support Advocate (CSA) and Office Administrator

Department

24 x 7 Technical Assistance Center within the Worldwide Services organization

Position Background

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.

Position Summary

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.

Essential Functions

• 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.

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.

Office administrators tasks

Skills and Experience

Location

Based in Alicante.

Working hours

39 Hours per week. Rota depends on position.

How to apply for this position

If you're interested on applying for this position, please send us your CV and cover letter in English.

J-18808-Ljbffr