- As team memberBe available during your shift for answering to voice calls coming in from customers.Respond to voice calls in less than 30 sec if you are not in any other call already.Understand the product for which the customer is reporting the issue and understand the issue that he/she is facing.Create a service desk ticket for appropriate product.Provide all the necessary details in the ticket accurately like product information, subcategory, problem statement etc.Hand over the shift or other required details to the engineer taking over the shift.Be adaptable to be available in any shift as scheduled by the lead.
- As LeadLead a team of 15 engineersCreate reports , dashboard to indicate status and metrics.Create rosters for team for each month.Make adjustments in shifts for team members in case of leaves / holidays and clearly communicate the same with team members.Work as SPOC for client team.Interact with client team members for requirements, status, issues , blockers, risks.Share status with HARMAN stake holders.
- Candidate should have 5+ years of experience in voice support with basic technical background.
- Candidate should be confident and should have excellent skills in overall verbal communication.
- Should excellent English communication skills and should be comfortable in understanding US and European accent.
- Candidate should be willing ness to work in 24x7 voice support role.
- Candidate should be willing to work in shifts and should be adaptable to changing shifts.
- Candidate should have basic technical background and understanding of IT. Prior experience of working in virtualization product like workspace ONE, Horizon is a plus.
- Should be willing to learn about the products and grow in the position to answer technical queries as L1 support engineer after 6 months.
Lead Voice support Engineer - Bommasandra, India - HARMAN International
Description
HARMAN's engineers and designers are creative, purposeful and agile. As part of this team, you'll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.
A Career at HARMAN
As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you'll discover that at HARMAN you can grow, make a difference and be proud of the work you do everyday.
What candidate will be expected to do -
Skill requirements -
Work Location -
Bangalore
Work mode -
Work from HARMAN office only
HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard torace, religion, color, national origin, gender including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.