Support Specialist and Duty Manager

HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge 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, you’ll 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 world's leading edge software products spanning every imaginable industry across the entire globe? Our Global Support organization supports over 250,000 companies in 100+ differ  Workspace ONE is the global leader and innovator in enterprise-grade 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, real-time view of an entire fleet of corporate and employee-owned Apple iOS, Android, BlackBerry, Symbian and Windows devices.  Workspace ONE Video Library  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 6-12 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 on-boarding 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 the team, the 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 customer’s 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 team’s scope.  Reproducing issues in-house 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 SME’s and EUC products. 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 drop-down 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.