Harte Hanks

Customer Support

• 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

Customer Care Team Member

• 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.

Tier 2 Customer Care Team Member

Support Engineer

• Provide technical support for customers on Semiconductor Products via phone and email
• Utilize support systems / tools and technical / functional knowledge to remotely resolve a customer problem
• Work directly with the customer to understand the inquiry and/or escalate to next level to help facilitate to resolution
• Review of open customer issues daily, updating our customers on the status of their escalated cases
• Help customers gain understanding of products and navigation through support website and on-line customer forums
• Cross-collaboration through multiple teams to work towards a common goal
• Develop and maintain excellent working relationships with all appropriate levels within and outside the company including client management, co-workers, and customer representatives. This may include verbal interaction with: Engineers, Distributors, Business owners in multiple industries, and VARs.

Semiconductor Support Technician

Representative

• Handle client customer service and technical support product related inquiries via phone, chat, and email in multiple languages
• Ask probing questions and use critical thinking to determine next steps with empathy and patience
• Clearly document the caller’s inquiry, troubleshooting steps taken and resolution/next steps (including routing to the proper queue)
• Follow proper and professional escalation procedures

Customer Care Team Member

Tier 2 Customer Care Team Member

Semiconductor Support Technician

Lead Development Representative – Spanish