Harte Hanks
Harte Hanks

TSR: Technical Support Representative  

Harte Hanks

 
  • Taguig, Philippines
    Market Market Mall, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-01-30T16:00:00+00:00
Job closed.

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

Minimum Qualifications

  • At least completed 2 years in college or any equivalent degree
  • 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

Jobs Summary

Job Level
Entry Level / Junior, Apprentice
Job Category
Customer Service
Educational Requirement
Completed associate's degree
Recruiter response to application
Always
Office Address
Market Market Mall, Taguig, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
50 openings
Website
http://www.hartehanks.com/

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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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