Technical Support Representative - Streaming Event
Harte Hanks
Pateros, Luzon, Philippines
3d ago

Calling all Game of Thrones fans! Want to be a part of the streaming event of the summer? 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!

This summer the Harte Hanks representatives will provide remote support to customers during the House of the Dragon streaming event.

You will enjoy this role if you are comfortable using multiple handheld electronic devices, and are passionate about helping others.

Overview of Job Responsibilities

Agents will be responsible for receiving inbound calls, emails & chats and troubleshooting customer issues with the goal of utilizing available tools to provide single call resolution and maintaining the utmost customer satisfaction.

The agent will need to be articulate, patient, and possess the ability to explain a wide range of technical concepts to customers of varying degrees of aptitude while maintaining a pleasant disposition.

Essential Responsibilities and Deliverables

  • Provide customer support through technical competence and effective communication skills.
  • Provide best in class customer experience on every customer interaction.
  • Troubleshoot the customer’s problems using the tools provided and troubleshooting knowledge.
  • Utilize superior multitasking and communication skills to simultaneously employ numerous resources to research and resolve customer issues in a timely manner.
  • Able to identify and escalate customer issues with empathy.
  • Qualifications, Knowledge, and Skills

  • Demonstrate clear verbal and written communication skills defined as the ability to clearly document symptoms, troubleshooting steps, and compose professionally written emails / escalations while typing at least 30 words per minute
  • The ability to speak clearly in English and educate and guide customers, of all technical skill levels, through support interfaces and troubleshooting processes.
  • Demonstrate customer service skills defined as the ability to probe and identify customer needs, inform and educate the customer through the support process, use resources to quickly identify resolutions and resolve customer issues, and empathize and / or diffuse potential escalated customer complaints.
  • An ability to control a support conversation while matching the customer’s sense of urgency is vital.

  • The ability to multitask is defined by speaking on the phone, utilizing multiple applications for research, and typing at the same time.
  • Demonstrate ability to work in a fast-paced, team environment
  • Ability to adapt to changes in products, processes, and last-minute updates with ease
  • High School Diploma or equivalent
  • Knowledge / understanding of Streaming with the ability to have a conversation around it and what is happening at different points of the program is desired but not mandatory
  • Experience / Knowledge / Skills :

  • Experience using one or more application store(s) (Purchase / Restore / Account Management / App Installation) including iTunes (iOS), Google Play / Amazon App Store (Android), Blackberry App World (Blackberry), and Windows Marketplace (Windows Phone)
  • Experience troubleshooting iOS (iPhone / iPad / iPod Touch), Android (Handset / Tablet), Kindle, Blackberry (Handset), or Windows Phone (Handset) devices
  • Experience troubleshooting mobile connectivity (cellular / WiFi)
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