Tier 2 Customer Care Team Member

Job Title: Tier 2 Customer Care Team Member Date: 5/14/24 Reports To: (role, not name) Customer Care Supervisor Function: Inbound 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 Do people often ask you for assistance with troubleshooting their devices or connectivity issues? Are you comfortable providing remote support to others? If you answered yes to either of these questions, then you may be ready to become a #Hartemate! Join our dynamic team as a Tier 2 Customer Care Team Member where you'll be the MVP of problem-solving and the ultimate game-changer for our fans! Dive into the fast-paced world of basketball, where every interaction is a slam-dunk opportunity to provide exceptional service and deliver solutions. Get ready to be courtside with the most passionate fans in the world, as you handle inquiries with finesse and precision, ensuring that every customer's experience is nothing short of a buzzer-beating victory. Don't just watch the game, become a key player in creating unforgettable moments for basketball enthusiasts worldwide. It's time to shoot for the stars and be part of a team that's always in a league of its own! Essential Responsibilities Handle escalated calls regarding 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 Windows 10 Operating system (System check required) Strong customer service skills Analytical thinking and problem-solving Ability to navigate multiple windows and applications to provide accurate information to end user Ability to work flexible shifts based on business needs Familiarity with troubleshooting iOS (iPhone/iPad), Android (Handset/Tablet), Gaming Consoles (Xbox, PlayStation ), Smart TVs (Samsung, Vizio, Amazon), Streaming Devices (Roku, Firestick) and Computer Browsers (Firefox, Chrome) Must reside in one of the following states: AR, FL, GA, KS, NC, OH, OK, PA, SC, TX, TN, VA. Smart phone for two factor authentication Personal Windows 11 Operating System required with webcam and USB headset (equipment not provided) Must pass all assessments and systems check High school diploma or equivalent Ability to communicate through verbal and written English 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 with immediate vesting Pet Insurance discounted 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.