Technical Support Agent - Lead

Harman International; Tijuana; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A technology leader is seeking a Technical Support Lead to manage coordination activities for a team providing technical information related to audio and video products. The ideal candidate will supervise a team, offer technical support, and possess strong customer service skills. Required qualifications include an associate degree in a technical field, two years of experience in technical roles, and fluency in English. This role is based in Tijuana, Mexico, and offers a flexible work environment and comprehensive benefits.

Servicios

Flexible work environment

Employee discounts

Extensive training opportunities

Competitive wellness benefits

Tuition reimbursement

Formación

• Minimum two years' experience in a technical or customer service role.
• Experience supervising other employees is required.
• English fluency, oral and written, is mandatory.

Responsabilidades

• Manage technical support coordination activities.
• Supervise and mentor Technical Support Coordinator team.
• Answer first-level technical inquiries related to audio and video products.

Conocimientos

Customer service

Technical support

Supervisory skills

Typing skills

MS Office proficiency

Educación

Associate degree in a technical field

Herramientas

Microsoft Dynamics 365

Salesforce CRM

Descripción del empleo

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 every day.

About the Role

This position is within HARMAN's Professional Division.

This role is a working lead position for a team which will provide technical information to consultants, dealers, and end-users in English, verbally and written, relevant to the Harman Professional brands.

What You Will Do

Manage technical support coordination activities.

• Supervise and mentor TS Coordinator team
• Answer first level technical questions about audio, video, and lighting products, and transfer or escalates tier 2 and 3 inquiries to product experts within Technical Support
• Contribute to internal and external knowledge base and be a power user in finding relevant articles and directing customers to solutions
• Exercise judgment within defined practices and policies in selecting best methods and/or techniques for solving problems and obtaining solutions for the customer
• Create RMAs (repair authorizations) for returns, if necessary
• Provide part numbers for external repairs
• Oral and written communication with U.S. customers in English
• Excellent customer service skills a must
• Represent the company as regards to "first impression"

What You Need

• Associate degree or 2-year education in a technical field
• Minimum two years' experience in a technical or customer service role; preference given for Audio, Video, or Lighting experience
• 2 years of experience supervising other employees
• English fluency, oral and written
• General commuting skills, typing, and MS Office suite competency

Nice to Have

• Knowledge of general audio principles
• Basic electronics knowledge
• Bachelor degree in a related field plus two-plus years' experience in audio, video, control, lighting, or IT
• Previous management experience
• Knowledge of company and competitors' products
• Proven interpersonal and written communication skills
• Experience using Microsoft Dynamics 365 or Salesforce CRM
• Strong computer skills using Microsoft Operating System and Office

What Makes You Eligible

• Willingness to work in an office located in Tijuana, MX
• HARMAN will only employ those who are legally authorized to work in Mexico for this opening
• Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen

What We Offer

• 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
• Access to HARMAN Campus Fitness Center and cafeteria
• An inclusive and diverse work environment that fosters and encourages professional and personal development

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veterans status.

HARMAN is an Equal Opportunity / affirmative action employer.

HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation.