Tier 2 Customer Care Team Member
Job title: Tier 2 Customer Care Team Member in South Carolina at Harte Hanks
Company: Harte Hanks
Job description: JavaScript is turned off in your web browser. Turn it on to take full advantage of this site, then refresh the page.Loading...Sign InCareer Opportunities: Tier 2 Customer Care Team Member (48132)Requisition ID 48132 - Posted - South Carolina, SC (H00802) - US - South Carolina - Customer Support - RegularApply Save Job Email Job to Friend Return to ListPosition OverviewTier 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.Key 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
- 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