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Social Media/Tier 2 Customer Care Team Member

Company

Harte Hanks
Address , Austin, Tx
Employment type
Salary
Expires 2023-10-02
Posted at 9 months ago
Job Description
Do you enjoy the challenge of handling more difficult customer service situation? Do people often ask you for assistance with troubleshooting their systems or when they are having connectivity issues? Are you comfortable providing remote support to others? If you answered yes to any of these questions, you may be ready to become a #Hartemate!

The Harte Hanks T2 representatives provides remote support to customers who’s experience with a product or service is needing additional assistance. You will enjoy this role if you are comfortable using multiple handheld, electronic devices, and are passionate about helping others.

What’s in it for You?


  • Great benefits including Medical, Dental, PTO, 401k Company Match and Tuition Reimbursement just to name a few
  • 100% Remote Work
  • Growth opportunities
  • 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

  • Act as a point of escalation for Level 1 support representatives, effectively managing and resolving more complex complaints and issues.
  • Monitor social media channels to identify and respond promptly to technical complaints and inquiries from customers.
  • Maintain a comprehensive knowledge base of product offerings, events, and industry news to provide accurate and up-to-date information to customers.
  • Provide timely and accurate responses to customer inquiries, troubleshooting technical issues, and offering appropriate solutions in a professional and empathetic manner.
  • Clearly document the caller’s inquiry, troubleshooting steps taken and resolution/next steps
  • Compose professionally written emails and follow proper escalation procedures
  • Ask probing questions and use critical thinking to determine root cause of the issue
  • Analyze customer feedback and complaints, identifying trends and patterns to proactively address potential issues and improve overall customer satisfaction.
  • Liaise with our Digital Operations Center to coordinate efficient and effective technical support efforts, ensuring a seamless customer experience.

What You Bring


  • A love and knowledge of all things sports is a plus but not required.
  • 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)
  • Analytical thinking and problem-solving
  • Windows 10 Operating system (System check required)
  • Previous experience in a customer support role, preferably in a technical or digital environment
  • Familiarity with CRM system and social media tools (e.g. Salesforce, Sprinklr).
  • Proficiency in using social media platforms and tools to engage with customers and monitor online conversations.
  • Ability to work flexible shifts based on business needs and adapt to evolving business needs and work in a dynamic team environment.
  • Ability to navigate multiple windows and applications to provide accurate information to end user

What You Will Need


  • Must reside in one of the following states: AR, FL, GA, IL, KS, NH, NJ, OH, TN, TX, PA, VA
  • Must pass all assessments and systems check
  • High school diploma or equivalent
  • Excellent written and verbal English communication skills
  • Personal Windows 10 Operating System required with webcam and USB headset (equipment not provided)

Measurements of Your Success


  • Attendance
  • Agents are held to but not limited to metrics such as
    • Attendance
    • Schedule / Adherence
    • (AHT) Average Handle Time
    • (QA) Quality Scores

  • (QA) Quality Scores
  • (AHT) Average Handle Time
  • Schedule / Adherence
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.