Customer Care Tier 2 Bilingual

Harte Hanks; Greenville (SC); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Group Health and Wellness (Medical, Dental, and Vision)

Health Savings Account (HSA)

Educational Assistance

401k plan with Company Match

Job summary

Harte Hanks is looking for Tier 2 Customer Care Team Members in Greenville, SC to provide remote support for customers experiencing technical issues. Responsibilities include troubleshooting customer devices and inquiries via phone, chat, and social media, while maintaining excellent communication in both English and Spanish. The role requires analytical skills, a customer-oriented mindset, and proficiency in basic computer tools. Harte Hanks offers benefits such as health insurance, educational assistance, and 401k plans.

Qualifications

• Ability to communicate through verbal and written English and Spanish fluently.
• Some experience in customer interaction environments (retail, call center, hospitality).
• Proficiency in basic computer tasks and internet navigation.

Responsibilities

• Assisting with troubleshooting customer devices or connectivity issues remotely.
• Handling customer service and technical support for product-related inquiries.
• Documenting inquiries, troubleshooting steps taken, and resolutions.

Skills

Analytical thinking

Problem-solving skills

Fluent in English and Spanish

Excellent communication

Tools

Word

Excel

Teams

Outlook

Job description

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.

Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world’s premier brands.

Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.

Overview of Job Responsibilities

Tier 2 Customer Care Team Members are problem-solvers for our customers. You will be of assistance with troubleshooting customer devices or connectivity issues by providing remote support via phone, chat, SMS, email, or through monitoring social media networks.

• Tier 2 Customer Care Team members will 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 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

Qualifications, Knowledge, and Skills

• Ability to travel to and from onsite location in Greenville, SC, for work
• Ability to communicate through verbal and written English and Spanish fluently
• 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
• Must pass all assessments, background, and drug screening

What We Offer

• 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 | Immediate vesting
• Pet Insurance, discounted legal services, employee discount programs, and more….

In alignment with our core values to be inclusive and meaningful change for the better of our team, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer.