Harman

About the Role

The Roon Customer Support Specialist is part of the Customer Support & Success Team; this team is uniquely positioned to be the first to establish a connection with our customers. Interaction by interaction, your role is to make our customers feel heard and support them in achieving their goals. This position is instrumental in ensuring our customers are delighted with our product and service and contributing greatly to our product’s growth and success. 

What You Will Do

• Efficiently triage and manage incoming customer conversations across multiple platforms (desk system, community website, store chat, socials), primarily B2C but also B2B and prospect clients, offering product information, promoting Roon, assisting with account actions, basic troubleshooting, escalating when necessary while consistently delighting customers.
• Manage customer interactions to ensure timely responses and resolution while building customer relationships and maintaining an open line of communication. Accurately upkeep customer records within the ticketing system.
• Encourage and facilitate customer retention, engagement, renewals, and win back churned customers.
• Maintain, enhance, and expand the customer-facing help center.
• Attain and maintain mastery in all aspects of Roon, including bug fixes, enhancements, new features, partnerships, and certified devices.
• Monitor and communicate customer trends, and internal tool/service outages, and advocate for customers within the company. Actively seeks collaboration with team members and cross-functional departments.

What You Need

• Minimum one year of experience as a customer support agent.
• Exceptional communication skills (English 90%, advanced English level, reading and writing that allow fluid presentations), adept at understanding customer needs, and able to articulate information clearly and effectively. Demonstrate genuine empathy and personalized attention in addressing customer concerns, while swiftly identifying underlying issues and formulating effective solutions to achieve resolutions.
• Reliability in prioritizing tasks, proactive decision-making, and adaptability to evolving priorities and changes in product offerings and operational workflows to align with team goals.

What is Nice to Have

• Familiarity with and a solid understanding of network basics (connection protocols, network shares, etc.), browser configurations, storage management, downloads and installers, etc.
• Prior experience in remote work environments.
• Genuine passion for music or any engagement in the audio & music industry.
• Comfortable engaging on community forums.

What Makes You Eligible

• Be willing to work remotely.
• Successfully complete a background investigation and drug screen as a condition of employment.

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
• An inclusive and diverse work environment that fosters and encourages professional and personal development.

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