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For your reference, we have included the original job posting below.
Technical Support Representative II- 2A3HH
Job Number:
26242814
Company Name:
Harte- Hanks
Job Location:
Austin, TX US
Job Category:
Salary:
$15.00
Minimum Education:
Some College
Technical Support Representative II- 2A3HH
Categories: System Support & Documentation Skills: MS Office, Network, UNIX
Harte Hanks is currently looking for new talent to join a growing Customer Service Technical Support Team that delivers timely and high quality incident resolution utilizing knowledge of the customer environment. You will effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues. You will follow through on customer commitments with the utmost professionalism, courtesy, and a clear sense of accountability. You will develop a relationship with both the customer and technical peers for the products and services they support (with related technologies) in order to ensure improved collaboration and satisfaction in support.
Your primary focus will be ensuring that all Microsoft customers are very satisfied with the effectiveness and efficiency of the support they receive. A combination of being a quick learner, good listener, articulate, patient,and an effective collaborator makes you an ideal candidate for this exciting opportunity!
Your primary duties will include:
Provide customer support through technical competence and effective communication skills.
Troubleshooting complex technical issues being experienced by the customer using the tools provided and troubleshooting knowledge.
Complete escalation cases effectively and in a timely manner.
Create support ticket for each customer that clearly and effectively defines the support issue.
Utilize superior multitasking and communication skills to simultaneously employ numerous resources to research and resolve customer issues in a timely manner.
Effectively communicate technical problems, requirements, and results to team members, customers and management.
Provide excellent technical analysis on issues to effectively work with various customers from low technical aptitude to providing in-depth troubleshooting to a product developer or senior IT personnel.
Requirements:
Required Skills:
Ability to effectively communicate
3 or more years technical support experience an Enterprise environment demonstrating the ability to search and understand Knowledge Base (KB) articles to troubleshoot customer issues, high attention to detail with the ability to understand complex workflow systems, and excellent logical problem solving skills
