Technical Support Representative
Harte Hanks
Quezon City, Luzon, Philippines
4d ago

Position Summary :

Provides top-quality technical assistance to all customers of a well-known brand of Android mobile phone. Interacts with a team of Tier 1 and Tier 2 agents, and supports the Team Captain in all initiatives aimed at driving team / individual performance and attaining team goals.

As part of this team, you will handle customer service / product support calls / emails. You will be responsible to utilize 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.

Essential Functions & Responsibilities :

  • Demonstrates knowledge of Bluetooth create the pairing with PC, connect headset, car kit
  • 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
  • Verifies software and hardware versions of each Android phone model
  • Handles any connectivity issues related to the correct model for the phone.
  • Demonstrates knowledge on how to check software version, and how to update as well.
  • Knows how to verify necessary steps to connect the phone to the computer.
  • Knows the basic hardware of the Smartphone basic usage (e.g. how to insert the SD card)
  • Provides detailed notes over any product issue and escalation
  • Educates customer on device features
  • Applies 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.
  • Researches information and deliver back to customers in a timely manner
  • Refers authorized service centers, dealers and parts distributors
  • Replaces defective products under warranty
  • Product exchanges under certain circumstances
  • Responsible for opening and closing 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 SAP Transaction is saved pending and the problem is escalated by transferring and / or assigning to Tier 2
  • Other tasks that may be assigned from time to time
  • Required Experience, Skills & Education :

  • At least completed 2 years in College / K-12, or any equivalent Tech-Voc course.
  • Above average communication skills
  • Working knowledge of computers, basic applications and Windows operating systems, Sales experience (for upsell agent only)
  • Demonstrates awareness of consumer electronics and technology
  • Customer Focus
  • Interpersonal Skills
  • Problem Solving Skills
  • High Attention to Details
  • Ownership
  • Multitasking Ability
  • Amenable to work on shifting schedule and graveyard shift
  • About Harte Hanks :

    Harte Hanks is one of the world’s leading, insight-driven multi-channel marketing organizations, delivering impactful business results for some of the world’s best known brands.

    Through strategic agencies and our core marketing services, we develop integrated solutions that connect brands with prospects and customers, moving them beyond awareness to transactions and brand loyalty.

    Note : The information listed above is intended to describe the general nature and level of this position. Essential functions and responsibilities may change as business needs require.

    Harte Hanks is an Equal Opportunity Employer

    Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form