What are the responsibilities and job description for the Customer Care Tier 2 position at Harte Hanks and Careers?
Who We Are
Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.
Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.
Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.
Overview of Job Responsibilities
Tier 2 Customer Care Team Members are problem-solvers for our customers. You will be of assistance with troubleshooting customer devices or connectivity issues by providing remote support via phone, chat, SMS, email, or through monitoring social media networks.
Essential Responsibilities
- Tier 2 Customer Care Team members will handle customer service and technical support for product-related inquiries with empathy and patience
- Acquire customer and issue-related information to input into the CRM database
- Ask probing questions and use critical thinking to determine the root cause of an issue
- After identifying the issue, utilize all appropriate troubleshooting steps to resolve the issue
- Work as a consultative partner to your customer, building rapport and providing direction
- Provide optimal customer experience by effectively resolving customer issues in a timely manner
- Clearly document the caller’s inquiry, troubleshooting steps taken, and resolution
- Compose professionally written emails and responses for digital channels
- Professionally and effectively defuse difficult situations over the phone and other support channels
Qualifications, Knowledge, and Skills
- Ability to travel to and from onsite location for work
- Strong customer service skills
- Analytical thinking and problem-solving skills
- Familiar with everyday computer tasks, internet navigation, and basic research
- Fundamental writing skills including basic spelling and grammar usage
- Ability to perform repetitive tasks and remain seated for long periods of time
- Some experience with an environment that includes interaction with customers (retail, call center, hospitality)
- Must possess and demonstrate excellent communication, verbal communication must be professional and grammatically correct never using jargon or slang
- Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously
- Proficiency in Word, Excel, Teams, and Outlook
- Experience troubleshooting with iOS (iPhone/iPad/TV), Android (Mobile/Tablet/TV), gaming consoles, dedicated streaming devices (Firestick/Roku/Google TV) and troubleshooting network connectivity issues
What We Offer
- Group Health and Wellness (Medical, Dental, and Vision)
- Health Savings Account (HSA)
- Educational Assistance
- Voluntary plans, including critical illness, accident, and hospitalization
- 401k plan with Company Match and Roth contributions | Immediate vesting
- Pet Insurance, free legal services, employee discount programs, and more….
In alignment with our core values to be inclusive and meaningful change for the better of our team, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer.