Customer Care Tier 2

Harte Hanks

Customer Care Team Member providing remote support through phone, chat, and email. Troubleshooting devices and connectivity issues with a focus on customer experience and satisfaction.

Posted 4/25/2026full-timeGreenville • South Carolina • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AndroidiOSRoku

About the role

Key responsibilities & impact

Assist with troubleshooting customer devices or connectivity issues by providing remote support via phone, chat, SMS, email, or through monitoring social media networks.
Handle 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 customers, 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

Requirements

What you’ll need

Strong customer service skills
Analytical thinking and problem-solving skills
Familiar with everyday computer tasks, internet navigation, and basic research
Fundamental writing skills including basic spelling and grammar usage
Ability to perform repetitive tasks and remain seated for long periods of time
Some experience with an environment that includes interaction with customers (retail, call center, hospitality)
Must possess and demonstrate excellent communication, verbal communication must be professional and grammatically correct never using jargon or slang
Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously
Proficiency in Word, Excel, Teams, and Outlook
Experience troubleshooting with iOS (iPhone/iPad/TV), Android (Mobile/Tablet/TV), gaming consoles, dedicated streaming devices (Firestick/Roku/Google TV) and troubleshooting network connectivity issues

Benefits

Comp & perks

Health insurance
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingcustomer serviceanalytical thinkingproblem-solvingwriting skillsmultitaskingnetwork connectivityiOSAndroidstreaming devices

Soft Skills

empathypatiencecritical thinkingcommunicationrapport buildingdefusing difficult situationsprofessionalism