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.
The Office Manager will have overall responsibility for managing administrative tasks, maintains office services by organizing office operations and procedures, controlling correspondence, designing filing systems, reviewing, and approving supply requisitions, and assigning and monitoring clerical functions.
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:
* Oversee and support all administrative duties in the office and ensure that office is operating smoothly
* Manage office supplies inventory and place orders as necessary
* Perform receptionist duties: greet visitors, and answer and direct phone calls
* Maintain a clean and tidy office environment via external cleaning service providers
* Overseeing building upkeep (i.e. repairs and maintenance), office renovation or lease management by liaison with relevant parties and communicate with employees, as required
* Receive and sort incoming mail and deliveries, and manage outgoing mail
* Develop office policies and procedures, and ensure they are implemented appropriately
* Conducts site audits for compliance and ensures compliance with Environmental Health Safety regulations and laws
* Lead any office changes requirement as local team evolves overtime to adapt to business needs
* Identify opportunities for process and office management improvements, and design and implement new systems.
* Direct communication with management, HR and IT departments to ensure execution
* Assist with any corporate event scheduled locally. From external events (university fairs, local initiatives, etc.) to internal ones (team reunion, team building, sport meet up, etc.)
* Assist with setting up laptops for new hires and ensuring all spare laptops are working
* Assist with any facility related actions (electrical, Internet, air con works, etc.)
Skills and Experience
* Minimum Qualification: Graduate in any branch
* 2+ years of customer service, or advanced administrative support experience with direct customer
* engagement
* Experience working with service Case Management or other database systems.
* Fluency in both written and Spoken English.
* The position may require working in shift and during Spain/local holidays.
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.