Teleservices Rep

Job Description:

Harte Hanks is currently looking for new talent to join a growing Technical Support Service (TSS) Team that services our Fortune 100 Global Shipping Solutions client. As part of this team, you will be responsible for receiving inbound technical support calls and troubleshooting customer issues with the goal of 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 technical concepts to customers of varying levels of technical ability while maintaining a pleasant disposition makes you an ideal candidate for this exciting opportunity!

Primary Duties: Handle inbound technical support calls, chat or emails from businesses and consumers based in the U.S. and other countries. Acquire customer and issue-related information and input information into call-tracking database. After identifying issue(s), go through all appropriate troubleshooting steps to resolve 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 with 'First Call Resolution' by utilizing multiple support resources.

Required Skills: Demonstrated technical aptitude troubleshooting and a good understanding of computer hardware and software platforms. Demonstrate specific verifiable knowledge of systems such as:  Windows 2000/NT 4.0/ XP / Server operating systems.   Hardware and Software set up and troubleshooting.   Internet and ISPs. Must have proven experience troubleshooting issues that involve utilizing problem-solving abilities, available knowledge bases and a high level of technical experience. Ability to work with the customer while still being able to control the conversation and keep the resolution on track. Written communication exemplifying basic spelling and writing skills that enable one the ability to compose detailed notes that others can easily interpret. Must possess and demonstrate excellent active listening skills that enable one to picture what the customer is explaining, retain information and pick up on key verbal cues. Must possess and demonstrate excellent communication verbal communication must be professional and grammatically correct never using jargon or slang. Experience working under pressure and effectively calming irate customers, preferably in a customer contact center. Must possess and demonstrate excellent customer service and rapport building skills that convey courtesy and helpfulness, empathy towards customer frustration and a strong willingness to promptly resolve the customer’s problem or request. Must be able to demonstrate etiquette, professionalism and courtesy as well as a sense of confidence and ownership in resolving customer issues. Ensures that critical issues are escalated per outlined processes. Ability to multitask by listening, typing, speaking and navigating multiple interfaces at the same time. Ability to type a minimum of 30 wpm. Ability to work flexible shifts Ability to sit for long periods of time.