Technical Support Representative | Pasay
Harte Hanks
- Pasay, PhilippinesPasay, Metro Manila, PhilippinesPasayMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job closed.
Job Description
This position is responsible for answering all incoming calls and initial troubleshooting on all products. Training will be provided so as to ensure quality and relevant customer interaction.
Job responsibilities:
- Offer operational assistance for consumer electronics products.
- Refer authorized service centers, Dealers, and Parts Distributors.
- Provide product information troubleshoot problems (especially for laptop/printer and tab).
- Provide missing accessories.
- Replace defective accessories under warranty.
- Extend manufacturer's warranty issue documents (Proof Of Purchase / warranty extensions).
- Act as Liaison between customers and authorized service centers or Regional Service Engineer.
- Do product exchanges under certain circumstances.
- Answer all incoming calls and initial troubleshooting on all product.
- 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.
- Open and close 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.
Minimum Qualifications
- Completed at least 2 years in college or any equivalent degree.
- English communication skills.
- Interpersonal skills.
- Problem-solving skills.
- High attention to details.
- Customer focused.
- Demonstrates awareness of consumer electronics and technology.
- Demonstrates ownership.
- Multitasking ability.
- Amenable to work on shifting schedules and graveyard shifts.
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Completed vocational course
- Recruiter response to application
- Always
- Office Address
- Pasay, Metro Manila, Philippines
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.