Technical Support Agent

Responsibilities

• Starts cases in CRM from phone calls, email, and chat, and coordinates and documents solutions provided to customer.
• Answers technical questions and troubleshoots issues with audio, video, and lighting products, and transfers/escalates tier 3 tickets to product experts within Technical Support, Quality, and Engineering.
• Contribute to internal and external knowledge base, and be power user in finding relevant articles, and directing customers to solutions.
• Exercises 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.
• Determines applicable components or parts needed for customer repairs based on descriptions and troubleshooting.
• Oral and written communication with customers in English.
• Excellent customer service skills a must. Incumbent will often be representing the company as regards to "first impression".
• What You Need to Be Successful:
• At least 3 years of experience in technical support, customer service or similar customer-facing role.
• Technical education or degree in a relevant field.
• Fluent English language skills, both written and verbal.
• Outstanding communication skills with strong relationship‑building abilities.
• Proficiency in Microsoft Office applications and general computer skills.
• Bonus Points if You Have:
• Previous experience working with international customers or collaborating with global teams.
• Experience supporting professional audio, video, lighting or related technologies.
• Knowledge of industry standards, regulations, and best practices within the AV or lighting industry.
• What Makes You Eligible:
• Legal authorization to work in Hungary.
• Ability to work onsite from our Pécs office.

Benefits

Additional Information

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. HARMAN Professional Solutions, a global leader in the design and manufacture of leading-edge audio, video, control, and lighting systems. Our solutions cater to a wide range of markets, including live performance, audio production, large venues, cinema, retail, corporate, education, government, hospitality, and broadcast. At HARMAN Professional, we're committed to delivering powerful, innovative, and reliable solutions designed for world-class performance. By joining HARMAN, you'll dive headfirst into the exciting world of the global audio market, enterprise video and control solutions, professional entertainment and architectural lighting in technological innovation. But that's not all: at HARMAN, you'll have the opportunity to rapidly develop your skills and cultivate new ideas in our agile and supportive culture. You will join our technical support team based in Pécs, Hungary in the position of: Technical Support Agent A Career at HARMAN Lifestyle We're a global, multi-disciplinary team that's putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound. Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson and Revel. Unite your passion for audio innovation with high-tech product development. Create pitch-perfect, cutting-edge technology that elevates the listening experience.

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