Technical Support Representative (TSR) | PASAY

Harte Hanks

Is a verified Kalibrr employer

200 openings
Preferred Educational Attainment
Completed vocational course
a month ago
Application deadline
in a month
Recruiter responds
100% of the time
Recruiter last seen
2 days ago
Business Process Outsourcing
Employment Type
Full time
Office Address
16F, Five E-Commerce Bldg., Harbor Drive, MOA Complex, Pasay, Pasay, Philippines
Minimum Qualifications:
Completed vocational course
  • 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
Job Description

Provides top-quality technical assistance to all customers of a well-known brand of Android mobile phone. Interacts 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 to utilize 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.

  • Demonstrates knowledge of Bluetooth – create the pairing with PC, connect headset, car kit
  • Ability to move Media from PC to Phone – using Bluetooth, data cable or memory card
  • Ability to answer questions about specs of any phone that has been released
  • Verifies software and hardware versions of each Android phone model
  • Handles any connectivity issues related to the correct model for the phone.
  • Demonstrates knowledge on how to check software version, and how to update as well.
  • Knows how to verify necessary steps to connect the phone to the computer.
  • Knows the basic hardware of the Smartphone – basic usage (e.g. how to insert the SD card)
  • Provides detailed notes over any product issue and escalation
  • Educates customer on device features
  • Applies basic troubleshooting steps according to related issue on all products: product training will be provided to cover simple troubleshooting and policies in all product categories
  • Accurately and thoroughly document issues and resolutions, along with customer demographics, into the client database.
  • Researches information and deliver back to customers in a timely manner
  • Refers authorized service centers, dealers and parts distributors
  • Replaces defective products under warranty
  • Product exchanges under certain circumstances
  • 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 SAP Transaction is saved pending and the problem is escalated by transferring and/or assigning to Tier 2
About Harte Hanks
Brand engagement is all well and good, but unless it moves a customer to act, it’s worthless. To do this, to go beyond engagement, we can’t simply be a company of the best, brightest, smartest, most passionate and most creative. We hire people who get things done. Then we empower them. To act and to accomplish. To not just think, but execute our one goal, your one goal: To galvanize each aspect of your marketing effort in order to optimize every customer interaction at its single most critical point in time – the moment to click, subscribe, buy, respond or act.

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