Tier 2 Customer Care Team Member

Harte Hanks

Join Harte Hanks as a Tier 2 Customer Care Team Member providing remote technical support. Handle customer inquiries with empathy, troubleshooting various devices and ensuring exceptional service.

Posted 7/21/2026full-timeFlorida, Kansas, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and analytical thinking to effectively troubleshoot and resolve technical issues across various platforms. Proficient in documenting inquiries and providing clear communication through verbal and written channels.

Highest-signal resume keywords

Customer Service SkillsAnalytical ThinkingProblem-SolvingTroubleshooting iOS and Android DevicesWindows 10 and 11 Operating Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAnalytical ThinkingProblem-SolvingCRM Database ManagementDocumentationTechnical SupportMulti-Application NavigationWindows 10 Operating SystemWindows 11 Operating SystemSmartphone Usage

Soft Skills

EmpathyPatienceCommunicationRapport BuildingConflict Resolution

Tools & Technologies

CRM SoftwareIOS DevicesAndroid DevicesGaming ConsolesSmart TVsStreaming DevicesComputer Browsers

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

Customer ExperienceTechnical SupportEscalated CallsFlexible ShiftsTwo-Factor Authentication

Tech Stack

Tools & technologies

AndroidiOSRoku

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Windows 10 Operating system (System check required)
Strong customer service skills
Analytical thinking and problem-solving
Ability to navigate multiple windows and applications to provide accurate information to end user
Ability to work flexible shifts based on business needs
Familiarity with troubleshooting iOS (iPhone/iPad), Android (Handset/Tablet), Gaming Consoles (Xbox, PlayStation), Smart TVs (Samsung, Vizio, Amazon), Streaming Devices (Roku, Firestick) and Computer Browsers (Firefox, Chrome)
Must reside in one of the following states: AR, FL, GA, KS, NC, OH, OK, PA, SC, TX, TN, VA
Smart phone for two factor authentication
Personal Windows 11 Operating System required with webcam and USB headset (equipment not provided)
Must pass all assessments and systems check
High school diploma or equivalent
Ability to communicate through verbal and written English

Benefits

Comp & perks

Group Health and Wellness (Medical, Dental, and Vision)
Health Savings Account (HSA)
Educational Assistance
Voluntary plans, including critical illness, accident, and hospitalization
401k plan with Company Match and Roth contributions with immediate vesting
Pet Insurance discounted legal services, employee discount programs, and more…