Support Specialist and Duty Manager
Support Specialist and Duty Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
HARMANs engineers and designers are creative purposeful and agile. As part of this team youll combine your technical expertise with innovative ideas to help drive cuttingedge solutions in the car enterprise and connected ecosystem. Every day you will push the boundaries of creative design and HARMAN is committed to providing you with the opportunities innovative technologies and resources to build a successful career.
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 youll discover that at HARMAN you can grow make a difference and be proud of the work you do everyday.
Job Description
- Support specialist I
The Elevator Pitch: Why will you enjoy this new opportunity
Are you passionate about learning and working with new VMware cloud technology and expanding your current technical expertise all while solving complex problems for key customers Are you a natural collaborator that craves working with enthusiastic creative customer focused teams that support the worlds leading edge software products spanning every imaginable industry across the entire globe
Our Global Support organization supports over 250000 companies in 100 differ
Workspace ONE is the global leader and innovator in enterprisegrade Mobile Security Mobile Device Management Mobile Application Management Mobile Email Management and Mobile Content Management solutions designed to simplify mobility.
Workspace ONE empowers organizations across a wide variety of industries to deploy secure track and manage all their mobile assets with advanced analytics and reporting. With Workspace ONE corporate IT departments can streamline and automate the management and support of mobile devices; reduce the cost and effort of device deployments; and increase IT efficiencies and response times.
As the largest mobile device management provider Workspace ONE offers the most comprehensive mobility management solution and delivers an integrated realtime view of an entire fleet of corporate and employeeowned Apple iOS Android BlackBerry Symbian and Windows devices.
As Support specialist III member you will have the responsibility to support Workspace ONE (previously Airwatch) customers. You will work closely with our Global Support Services teams Engineering Sales and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Success in the Role: What are the performance outcomes over the first 612 months you will work toward completing
As a Support specialist I team member on the VMware SST team you will complete an extensive and refined onboarding designed to enhance your knowledge of key VMware Workspace one components and help our customers troubleshoot understand and overcome challenges in their operation.
- When you join theteamthe process begins with your success in mind.Your education and training will be paramount from day 1.Your primary focus is completing the extensive understanding of Vmware workspace one product and account handling.
- Once onboarding is achieved you will collaborate with your peers to support global customers issues.
- You be given an opportunity to work with technical support engineers to expand your troubleshooting research to resolve Workspace one product issues.
- Throughout this time and your career at VMware you will be able to develop through training learning tools research time and training days.As you expand your skill set your opportunities will expand at VMware.
The Work: What type of work will you be doing What assignments requirements or skills will you be performing on a regular basis
- Resolve customers issues via the Chat Telephone email or Webex session.
- Regular follow ups with customers with recommendations updates and action plans.
- Escalate issues in a timely manner according to Standard Operating Procedures.
- Help drive and influence team behaviour that enhances the customer experience and helps meet or exceed company goals.
- Handle internal and external escalations which are within the teams scope.
- Reproducing issues inhouse and responding back in a timely manner with Continual follow ups with customers along with recommendations updates and action plans.
- Escalate issues in a timely manner according to Standard Operating Procedures.
- Provide initial remote technical troubleshooting on all the Workspace One SMEs and EUCproducts.
- Leverage internal technical expertise including peers mentors knowledge base community forums and other internal tools to provide the most effective solutions to customer issues.
- Create knowledge base content for internal and external use.
- Work directly with our Internal teams such as Technical Support SaaS Ops Licensing OM GEM CSO SAM/CSM and IT teams to resolve customer issues/queries as required ensuring continued maintenance of accurate customer and contact information.
What are the benefits and perks of working at VMware
- You and your loved ones will be supported with a competitive and comprehensive benefits package. Explore the VMware Benefits page for additional details. Please note benefits change by country please select your country from the dropdown menu at the top right corner.
HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard torace religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.
Required Experience:
Manager
Employment Type
Full Time
