Harte Hanks: Technical Support Agent High Level (TSA) - T1

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Location: Austin, TX

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
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! Primary
Duties: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.   Contribute to a strong team environment by upholding
high work standards and contributing to ongoing initiatives to improve service
levels.    You will be measured on your ability to meet your service
level agreements with a high level of customer satisfaction.   Provide
specific feedback to improve products and processes to senior team members
and/or management as directed.   Share information with other analysts by documenting
complex procedures.   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. Minimum
Competencies:o   
Ability to
effectively communicate -    Exceptional interpersonal and communication skills – both
written and verbal. -    Superlative verbal
use of the English language - educate
and guide customers, of all technical skill levels, through support interfaces
and troubleshooting processes-   
Critical  and empathetic listening-   
Demonstrated
ability to tailor written technical communications (document symptoms, troubleshooting
steps and compose professionally written emails) based on audience capability and needo   
2-3 years technical support experience in  an Enterprise environment demonstrating:-    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-   
Excellent logical problem solving skills-    Working knowledge of computerso   
Excellent demonstrated customer service skills and passion for solving
customer issues including:-     Passion for resolving customer issues with a demonstrable sense of
accountability and a high degree of customer satisfaction-    
Ability to think critically and logically under pressure-     Ability to work in a fast paced environment-    
Previous success working in a team environment-    
Effective learning skills -    
Ability to probe and identify customer need-    
Demonstrate empathy and / or diffuse potential escalated
customer complaints  -     Ability to control a support conversation while matching
the customer’s sense of urgency o   
Candidate should be highly technical with:-     Working knowledge of Microsoft Windows Server and Microsoft Office.-     Demonstrated technical competence with one or more of the following:o   
Microsoft Exchange Server Enterprise 2007/2010o   
Windows SharePoint Services, SharePoint Portal Server 2007,o   
 Internet Information Server (IIS)
, o   
Microsoft Windows Server 2003 and SQL Server.o   
Office Outlook 2007 (Support for 2003 SP2 included)o   
Office Communicator/Live Meetingo   
Experience with Windows Active Directoryo   
Ability to multitask defined by speaking on the phone,
utilizing multiple applications for research and typing at the same time-     Strong organizational, time management, project management, and
negotiation skills Preferred
Competencies:o   
4 year technical degree or equivalent work experience o   
Successful completion of MS BPOS-D Training and Certification o   
Knowledge of Blackberry and/or Exchange Active Synco   
Demonstrate knowledge and usage of Office
applications.  Candidate should be familiar
with Office Communicator, Windows Mobile and Live Meeting.  Including familiarity with Windows 2000
Active Directory, Blackberry / Exchange ActiveSync productso   
Current Certification in one or more of the below:-         
MCSA, MCSE, MCITP,
MCDST  Defining
Success:As a successful Technical Tier 1 Support Agent, you will
be expected to:

  • Own
    the customer’s escalation experience and drive satisfaction as measured
    through customer satisfaction survey.
  • Quickly
    and effectively identify and define the customer issue and resolve.
  • Effectively
    document and code customer escalation tickets.
  • Ensure
    that solutions to all of incoming or outgoing customer support issues are
    delivered.
  • Ensure
    that incoming customer calls are answered within 60 seconds.
  • Ensure
    outgoing calls are made within 24 hours of escalation.
  • Ensure
    that customer emails are responded to in less than 30 minutes of receipt.
  • Maintain
    a high level of professionalism, patience, and confidence.
  • Be
    punctual, flexible to change, and have good attendance.

 

To apply: TO APPLY, PLEASE APPLY TO THE FOLLOWING URL: https://harte-hanks.evolvondemand.net/offline/3437