Job Description
. Who We Are Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands. Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific. Job Summery: Do you enjoy streaming online, playing video games, or creating content for social media? Do people often ask you for assistance with troubleshooting their systems or when they are having connectivity issues? Are you comfortable providing remote support to others? If you answered yes to any of these questions, you may be ready to become a #Hartemate! Harte Hanks representatives provide remote support to customers of our entertainment, transportation, and restaurant clients. You will enjoy this role if you are comfortable using multiple handheld electronic devices and are passionate about helping others. Key Responsibilities Overview of Job Responsibilities Handle client's customer service, technical support, billing, retention and product related inquiries with empathy and patience Ask probing questions and use critical thinking to determine root cause of the issue Clearly document the caller’s inquiry, troubleshooting steps taken and resolution/next steps Compose professionally written emails and follow proper escalation procedures Educate and guide customers, of all technical skill levels, through troubleshooting processes using multiple web-based tools Essential Responsibilities Windows 11 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, PlayStation), Smart TVs (Samsung, Vizio, Amazon), Streaming Devices (Roku, Firestick) and Computer Browsers (Firefox, Chrome) Qualifications, Knowledge, and Skills Clear and understandable communication through verbal and written English Must reside in one of the following states: AR, FL, GA, KS, NC, OH, OK, PA, SC, TN, TX, VA Smartphone for two-factor authentication Your own desktop or laptop computer with Windows 10 or 11 Operating System (Sorry No Apple, Chrome OS, or Tablets) Attached or embedded webcam on your personal device Wired USB headset Ability to connect an ethernet cable to a wired modem connection (wireless and Wi-Fi modems are not allowed High school diploma or equivalent Must pass all assessments, system, and background checks Measurements of Your Success Agents are held to but not limited to metrics such as Attendance Schedule / Adherence (AHT) Average Handle Time (QA) Quality Scores What We Offer 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.