Harte Hanks
Harte Hanks

Technical Support Representative | Pasay  

Harte Hanks

 
  • Pasay, Philippines
    Pasay, Metro Manila, Philippines
    Pasay
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-03-30T16:00:00+00:00
Job closed.

Job Description

The TSR will handle customer service, product support calls, and emails. He/she 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. Other tasks and responsibilities are as follows:

  • Provide top-quality technical assistance to all customers of a well-known brand of Android mobile phone.
  • Interact with a team of Tier 1 and Tier 2 agents.
  • Support the Team Captain in all initiatives aimed at driving team and individual performance and attaining team goals.
  • Verify software and hardware versions of each Android phone model.
  • Handle any connectivity issues related to the correct model for the phone.
  • Check and update software version.
  • Verify necessary steps to connect the phone to the computer.
  • Provide detailed notes over any product issue and escalation.
  • Educate customers on device features.
  • Apply 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.
  • Research information and deliver back to customers in a timely manner.
  • Refer authorized service centers, dealers, and parts distributors.
  • Replace defective products under warranty.
  • Ensure product exchanges under certain circumstances.
  • Open and close SAP transactions or assign transactions to Tier 2 whenever necessary.
  • Leave the transaction pending with your BP as the employee responsible.
  • Accurately and clearly document problem description and details in SAP Transaction, together 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 has any equivalent degree.
  • Above average communication skills.
  • Knows the basic hardware of the Smartphone – basic usage (e.g. how to insert the SD card).
  • Working knowledge of the following:
    • Computers
    • Basic applications
    • Windows operating systems
  • Sales experience (for upselling agent only).
  • With the following skills:
    • Ownership
    • Customer-focused
    • Multitasking
    • Interpersonal
    • Problem-solving
  • High attention to details.
  • Demonstrates awareness of consumer electronics and technology.
  • Demonstrates knowledge of Bluetooth – create the pairing with PC and connect headset.
  • 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.
  • Amenable to work on shifting schedules and graveyard shifts.

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
Pasay, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
30 openings
Website
http://www.hartehanks.com/

Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.

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.

People also applied to

  1. Home

Other Recommended Jobs

Apply jobs in

Job Categories:

Related to your search: