Job Description
Global Support Specialist - APAC
Job Location: Australia-New South Wales, China-Beijing, India-Gurgaon, Japan-Tokyo, Korea, Republic of-Seoul, Singapore-Kallang
Sennheiser – For more than 80 years, we are among the world's leading manufacturers of audio products, building the future of audio. We are proud of our finely engineered microphones and audio solutions that connect people and create remarkable sound experiences - whether in the studio, conference room, or on stage.
For us, the audio industry is one of the most exciting to work in. In our global family business, you can expect not only a unique team where we trust, value and support each other, but also the opportunity to make your own significant contribution to our collective progress.
Global Support Specialist
Global Support Specialist covers four areas of accountability: end user tools support & development, be a conduit to the rest of the organization for higher level product support, operationalizing BU support strategies & developing the support function, and governance.
Self Service Tool support & development
* Provide support on Sales and Service Portal
* Develop FAQ/Ticket Systems/Interactive How To Guides, UCC Phone system and other tools such as live chat / chatbots / RMA etc.
Product support escalation and complaint management role
* Provide second and limited third level support to End User support teams
* Escalate higher level requests into the product management and Technical Application Engineering community
* Edit entries into the FAQ and How to Guides
* Analyze complaint traffic and common repair faults for reporting to product management and supply chain as part of ISO 9001 quality program
Operationalizing BU support strategies
* Work with regional global support managers and teams to determine customer needs
* Work with BU leaders to understand new service requests
* Design and document solutions for customer and BU needs and manage their implementation
Governance
* Report customer service KPI & Service Level Agreements (SLA) and work with customer service managers to improve performance where required
* Process adherence/documentation
* Operate a voice of the customer program via surveys and corresponding actions
Requirements
* Degree or Diploma in Information Technology, Customer Service Management
* Minimum 3 – 5 years IT, IT Helpdesk and/or customer service management, project management experience
* Strong PC Skills in MS Office with good operational and technical skills
* Flexible and adaptable to changes and experience working across cultures, countries and site locations with an ability to build consensus and support from stakeholders
* Excellent interpersonal, analytical skills and teamwork
* Good organizational skills with excellent follow-through and problem-solving skills
What You Can Expect From Us
* Inspiring Work Environment: Become a part of our international family business, where a modern and dynamic work atmosphere awaits you. At Sennheiser, people and their mindset are at the heart of everything we do - they are our most valuable asset.
* Flexible Working Models: We offer flexible working hours and mobile work options to help you balance your professional and personal life.
* International Collaboration: Look forward to working in a global team collaboration and contributing to exciting projects that shape the future of audio.
The audio world is diverse — from concerts and lecture halls to streaming platforms, meeting spaces, and studio recordings. So are we at Sennheiser. We welcome applicants from all backgrounds, regardless of gender identity, national origin, sexual orientation, ethnicity, religion, disability, or age.
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