Customer Support Advocate Omneon, Inc.

Responsibilities
As a member of Harmonic support organization, the Customer Service Advocate (CSA) will have overall responsibility for managing non-technical cases/issues; provide escalation management and customer satisfaction.
Specific responsibilities include:
• Answer incoming Technical Support Hot-line and provide customer service when TSE's are in busy assisting customers, in training, in meetings or group lunches.
• 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.
• Focal point for all Service and Sales related issues with installation. This will include short shipments and additional materials required to complete Service days.
• RMA's
• Approve RMA requests.
• Process simple non-technical drive failure RMA's.
• Update cases with RMA & shipping information.
• Follow-up with RMA returns.
• Provide Harmonic employees and customers with case updates, including RMA & shipping status and reports on demand.
• Manage customer requests, inquiries and complaint
• Assure customers get an hour callback after a case has been submitted. If a case times out, call customer back and reassure the customer that an Engineer will be calling them shortly.
• 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.
This position requires the individual to be accessible during normal business hours Monday through Friday.
Harmonic is an equal opportunity employer.

Location:	Farnborough United States