Customer Care Representative
HARMAN International
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $44,250 - $64,900 per year
Job Level
Mid-LevelSenior
About the role
- Serve as the primary contact for customer inquiries, providing product information, account support, basic troubleshooting, and issue escalation as needed.
- Deliver exceptional customer support across multiple channels, including the desk system, community site, and social media, for B2C, B2B, and prospective customers.
- Manage, triage, and prioritize customer interactions to ensure timely and effective resolution.
- Support customer retention, engagement, renewals, and win-back efforts to strengthen long-term relationships.
- Maintain and enhance the customer-facing help center.
- Keep customer records accurate and up to date in the ticketing system and internal tools.
- Develop and maintain deep expertise in Roon’s features, updates, partnerships, and certified devices.
- Monitor customer trends and service issues, communicate insights, and advocate for customer needs internally.
- Collaborate with team members and cross-functional partners to achieve shared goals.
Requirements
- Bachelor’s degree in communications, English, related field, or relevant experience.
- Three years of customer support experience, ideally in a technology or software environment.
- Excellent written and verbal communication skills in English, with the ability to deliver clear, engaging customer interactions.
- Strong understanding of customer support processes, including issue identification and effective problem resolution.
- Proficiency with desk systems and the Microsoft Office Suite for managing inquiries and maintaining accurate records.
- Skilled in task prioritization, proactive decision-making, and adapting to evolving products and workflows to support team goals.
- Bonus Points if You Have
- Prior experience thriving in remote work environments.
- Comfort and proficiency engaging with customers on community forums.
- A genuine passion for music or active engagement in the audio and music industry.
Benefits
- Competitive wellness benefits and 401K Retirement Savings plan.
- An inclusive and diverse work environment that fosters and encourages career development opportunities.
- Flexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.
- Professional development opportunities through HARMAN University’s business and leadership academies and extensive course catalog.
- Tuition Reimbursement.
- Access to employee discounts on world-class HARMAN products (JBL, Harman/Kardon, etc.).
- “Be Brilliant” employee recognition and rewards program.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportissue identificationproblem resolutiontask prioritizationproactive decision-making
Soft skills
written communicationverbal communicationcustomer engagementcollaborationadaptability