Customer Support Coordinator Intern Jobs in Pune - HARMAN CONNECTED SERVICES

Customer Technical Support

Product Technical Support requests Queuing & Customer Support

• Check support cases for the records (Attachments, Supporting Info, Official Email, Contact validation etc.)
  
• Dispatch Cases according to processes
  
• Ask entitlement info from unknown case submitters (use SFDC templates)
  
• Organizing SR contents and verifying attachments
  
• SR referencing to old or current Cases
  
• Splitting Cases if required
  
• Dealing with Student Edition support requests
  
• On-board new customer users for self-support and customer support
  
• Data governance. Ensure customer user profiles are associated with their licensed account sites.
  

 Access Management Process

• Creating contact with valid and verified information. 
  
• Identifying problems accessing web support and directing users to register/ resetting password etc, or escalating unresolved issues to service desk
  

 KM Documentation

• Generating reports from SalesForce and Oracle Analytics tool
  
• Knowledge Role Access management

Requirements

• Excellent English communication and business writing skills
  
• Knowledge of technical writing of software documentation
  
• Ability to deliver high quality documentation paying attention to detail
  
• Knowledge of Access Management process
  
• Basic Knowledge of Customer Support Function
  
• Strong working knowledge of Microsoft Office
  
• University degree in Computer Science or equivalent preferred
  
• Certification in Technical Writing or equivalent preferred