Remote US Any Location
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!
What’s in it for You?
- 100% Remote Work
- Growth opportunities
- Great benefits including Medical, Dental, PTO, 401k Company Match and Tuition Reimbursement
- Join a global team with the stability of 100 years of experience and the flexibility and growth opportunities of a start-up
What You Will Do
- 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.
What You Bring
- 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)
What You Will Need
- Must reside in one of the following states: AR, CO, FL, GA, KS, MA, MI, NC, NH, NJ, NV, OH, OK, OR, PA, TX, VA.
- Smart phone for two factor authentication
- Personal Windows 10 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
Measurements of Your Success
- Agents are held to but not limited to metrics such as
- Attendance
- Schedule / Adherence
- (AHT) Average Handle Time
- (QA) Quality Scores
Who We Are
Harte Hanks is a global marketing services firm specializing in multi-channel marketing solutions that connect our clients with their customers in powerful ways. Experts in defining, executing, and optimizing the customer journey, Harte Hanks offers end-to-end marketing services including consulting, strategic assessment, data, analytics, digital, social, mobile, print, direct mail and contact center. From visionary thinking to tactical execution Harte Hanks delivers smarter customer interactions for some of the world’s leading brands.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin
