Customer Care Tier 2 Bilingual

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

• 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
• 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 in Greenville, SC, for work
• Strong customer service skills
• Analytical thinking and problem-solving skills
• 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

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, discounted legal services, employee discount programs, and more….

Benefits

• 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.