Customer Care Tier 2

2 days ago

Manila, National Capital Region, Philippines Harte Hanks Full time ₱250,000 - ₱500,000 per year

Customer Care Tier 2 Team Member (Remote/Hybrid within Metro Manila ONLY)

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.


At the heart of every project are global teams of bright, passionate people who bring together expertise, insight, and a shared ambition of creating the best work.

Our Mission


To work in the service of our clients to provide meticulous marketing expertise and execution to better understand, attract and engage their customers.

Position Overview

 

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.

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

Requirements

  • 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

  • Customer Care Tier 2

    1 week ago

    Manila, National Capital Region, Philippines Harte Hanks Full time ₱150,000 - ₱250,000 per year

    Customer Care Tier 2 Team Member (Remote/Hybrid within Metro Manila ONLY)Who We AreHarte 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...

  • System Engineer Tier 2

    1 week ago

    Manila, National Capital Region, Philippines Movate Full time ₱900,000 - ₱1,200,000 per year

    Are you passionate about tech, troubleshooting, and providing top-tier support? Join us as a Tier 2 Systems Engineer and help power our customers' systems What You'll DoBe the go-to escalation point for Tier 1 (phone, email, monitoring alerts)Own and resolve support tickets via phone, email, or customer portalCollaborate with team members to find solutions...

  • L2/Tier 2 Technician

    1 week ago

    Manila, National Capital Region, Philippines DOXA Talent Full time ₱450,000 - ₱900,000 per year

    ROLE SUMMARYOur managed services provider client is looking for a L2/Tier 2 Technician who troubleshoot, diagnose, and resolve software, hardware, and network-related problems.WORK SCHEDULE: 9:00 AM – 6:00 PM Pacific Daylight Time (12:00 AM – 9:00 AM Philippine Standard Time), follows Philippine holidaysPOSITION TYPE: Full TimeWORK ARRANGEMENT:...

  • Customer Care Supervisor

    2 weeks ago

    Manila, National Capital Region, Philippines Harte Hanks Full time ₱900,000 - ₱1,200,000 per year

    Overview Of Job ResponsibilitiesSupervises and enhances the performance of an assigned team of Tier 1 or Tier 2 representatives.Manages and enhances the performance of the team in areas of productivity, customer satisfaction, employee satisfaction, process adherence, operational precision, and employee development as well as enhance the goal of quality...

  • ITSD Tier 2 Technical Support Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines Pacvue Full time ₱270,000 - ₱360,000 per year

    About Us:Pacvue is the leading software suite for eCommerce advertising, sales, and intelligence. We help some of the world's largest brands grow their business on Amazon, Walmart, Instacart, and other marketplaces and work with sellers and agencies of all sizes to help them compete in the constantly changing world of online retail. Our mission is to empower...

  • Care Operations Scheduling

    1 week ago

    Manila, National Capital Region, Philippines Abby Care Full time ₱40,000 - ₱60,000 per year

    About Abby CareMaking family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving. Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care...

  • Tier 1 Technical Support Agent

    6 days ago

    Manila, National Capital Region, Philippines Satori Full time ₱300,000 - ₱600,000 per year

    Tier 1 Technical Support AgentLocation:Manila; hybrid modeSchedule:40 hours per week (rostered Monday–Sunday)Department:Technical Support About the RoleWe're looking for aTier 1 Technical Support Agentto join our growing Technical Support team in Manila.In this role, you'll be the first point of contact for customers, installers, and dealers — helping...

  • Tier 2 IT Help Desk

    2 days ago

    Manila, National Capital Region, Philippines ULTIM8 OUTSOURCE SOLUTIONS CORPORATION Full time ₱35,000 - ₱60,000 per year

    As a Level 2 Helpdesk Engineer, you'll be a vital part of our Helpdesk Support team —Resolving complex issues, mentoring junior technicians, and keeping client systems running at their best.Provide advanced remote and onsite IT support for escalated incidents and service requests.Troubleshoot issues across Microsoft Windows Server, Office 365, Azure AD,...

  • Customer Success Lead

    1 week ago

    Manila, National Capital Region, Philippines Abby Care Full time ₱1,200,000 - ₱2,400,000 per year

    About Abby CareMaking family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving. Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care...

  • Customer Success Lead

    1 week ago

    Manila, National Capital Region, Philippines Abby Care Full time ₱1,200,000 - ₱2,400,000 per year

    About Abby CareMaking family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving. Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care...