Tier 2 Customer Care Team Member

Tier 2 Customer Care Team Member

Join our dynamic team as a Tier 2 Customer Care Team Member where you'll be the MVP of problem-solving and the ultimate game-changer for our fans! Dive into the fast-paced world of basketball, where every interaction is a slam-dunk opportunity to provide exceptional service and deliver solutions. Get ready to be courtside with the most passionate fans in the world, as you handle inquiries with finesse and precision, ensuring that every customer's experience is nothing short of a buzzer-beating victory.

Don't just watch the game, become a key player in creating unforgettable moments for basketball enthusiasts worldwide. It's time to shoot for the stars and be part of a team that's always in a league of its own!

• Handle escalated calls regarding customer service and technical support for product-related inquiries with empathy and patience.
• Acquire customer and issue-related information to input into the CRM database.
• Ask probing questions and use critical thinking to determine the root cause of an issue.
• After identifying the issue, utilize all appropriate troubleshooting steps to resolve the issue.
• Work as a consultative partner to your customer, building rapport and providing direction.
• Provide optimal customer experience by effectively resolving customer issues in a timely manner.
• Clearly document the caller's inquiry, troubleshooting steps taken, and resolution
• Compose professionally written emails and responses for digital channels.
• Professionally and effectively defuse difficult situations over the phone and other support channels.

• Windows 10 Operating system (System check required)
• Strong customer service skills
• Analytical thinking and problem-solving
• Ability to navigate multiple windows and applications to provide accurate information to end user
• Ability to work flexible shifts based on business needs
• Familiarity with troubleshooting iOS (iPhone/iPad), Android (Handset/Tablet), Gaming Consoles (Xbox, Play Station ), Smart TVs (Samsung, Vizio, Amazon), Streaming Devices (Roku, Firestick) and Computer Browsers (Firefox, Chrome)
• Must reside in one of the following states: AR, FL, GA, KS, NC, OH, OK, PA, SC, TX, TN, VA.
• Smart phone for two factor authentication
• Personal Windows 11 Operating System required with webcam and USB headset (equipment not provided)
• Must pass all assessments and systems check
• High school diploma or equivalent
• Ability to communicate through verbal and written English

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions with immediate vesting
• Pet Insurance discounted legal services, employee discount programs, and more….

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.