WBD CNN Batch 1

Who We Are

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.

Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.

Overview of Job Responsibilities

• Interact with a team of Tier 1 and Tier 2 agents and supports the Team Captain in all initiatives aimed at driving team / individual performance and attaining team goals. As part of this team, you will handle customer service/product support calls/emails. You will be responsible for utilizing available tools to provide single call resolution and maintaining the utmost in customer satisfaction. A combination of being a good listener, articulate, patient, and possessing the ability to explain a wide range of troubleshooting concepts to customers of varying levels of technical ability while maintaining a pleasant disposition makes an ideal agent.

Essential Responsibilities

• Provide Product Information
• Troubleshoot Problems
• Replace Defective Accessories Under Warranty
• Extend Manufacturer's Warranty Issue Documents (Proof Of Purchase / Warranty Extensions)
• Act as Liaison Between Customer and Authorized Service Center Or Regional Service Engineer
• Product Exchanges Under Certain Circumstances
• Log All Calls into the Customer Service Database (SAP CIC)
• Responsible for answering all incoming calls and initial troubleshooting on all products: product training will be provided to cover simple troubleshooting and policies in all product categories (especially for Laptop/Printer and Tab)
• Will have the resources (access and use of knowledge base) and expertise to respond to queries in all product areas in depth
• Responsible for opening and closing SAP Transactions, or assign Transactions to Tier 2 when necessary - Leave the transaction pending with your BP as the employee responsible
• Accurately document problem description and details in SAP Transaction clearly and with the essential facts necessary to understand and resolve the issue
• Resolve or escalate end user problems: Tier 1 takes the call, logs the appropriate information and attempts to resolve the call - If Tier 1 is unable to resolve a problem, a complete Transaction is saved pending, and the problem is escalated by transferring and/or assigning to Tier 2

Qualifications, Knowledge, and Skills

Background

• At least completed 2 years in College/K-12, or any equivalent Tech-Voc course.
• Above average communication skills
• Working knowledge of computers, basic applications and Windows operating systems, Sales experience (for upsell agent only)
• Demonstrates awareness of consumer electronics and technology
• Customer Focus
• Interpersonal Skills
• Problem Solving Skills
• High Attention to Details
• Ownership
• Multitasking Ability
• Amenable to work on shifting schedule and graveyard shift

Note: The information listed above is intended to describe the general nature and level of this position. Essential functions and responsibilities may change as business needs require.

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.