Harte Hanks Philippines Inc




Job Vacancy: Technical Support Representative (Pasay)


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A Technical Support Representative provides top-quality technical assistance to all customers of a well-known brand of Android mobile phone. Interacts with a team of Tier 1 and Tier 2 agents, and supports the Team Captain in all initiatives aimed at driving team / individual performance and attaining team goals. As part of this team, you will handle customer service/product support calls/emails. You will be responsible to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction.  A combination of being a good listener, articulate, patient, and possessing the ability to explain a wide range of troubleshooting concepts to customers of varying levels of technical ability while maintaining a pleasant disposition makes an ideal agent.


Essential Functions & Responsibilities:
  • Demonstrates knowledge of Bluetooth – create the pairing with PC, connect headset, car kit
  • Ability to move Media from PC to Phone – using Bluetooth, data cable or memory card
  • Ability to answer questions about specs of any phone that has been released
  • Verifies software and hardware versions of each Android phone model
  • Handles any connectivity issues related to the correct model for the phone.
  • Demonstrates knowledge on how to check software version, and how to update as well.
  • Knows how to verify necessary steps to connect the phone to the computer.
  • Knows the basic hardware of the Smartphone – basic usage (e.g. how to insert the SD card)
  • Provides detailed notes over any product issue and escalation
  • Educates customer on device features
  • Applies basic troubleshooting steps according to related issue on all products: product training will be provided to cover simple troubleshooting and policies in all product categories
  • Accurately and thoroughly document issues and resolutions, along with customer demographics, into the client database.
  • Researches information and deliver back to customers in a timely manner
  • Refers authorized service centers, dealers and parts distributors
  • Replaces defective products under warranty
  • Product exchanges under certain circumstances
  • Responsible for opening and closing SAP Transactions, or assign Transactions to Tier 2 when necessary - Leave the transaction pending with your BP as the employee responsible
  • Accurately document problem description and details in SAP Transaction clearly and with the essential facts necessary to understand and resolve the issue
  • Resolve or escalate enduser problems: Tier 1 takes the call, logs the appropriate information and attempts to resolve the call - If Tier 1 is unable to resolve a problem, a complete SAP Transaction is saved pending and the problem is escalated by transferring and/or assigning to Tier 2
  • Other tasks that may be assigned from time to time
 
Required Experience, Skills & Education:
  • At least completed 2 years in College/K-12, or any equivalent Tech-Voc course.
  • Above average communication skills
  • Working knowledge of computers, basic applications and Windows operating systems, Sales experience (for upsell agent only)
  • Demonstrates awareness of consumer electronics and technology 
  • Customer Focus 
  • Interpersonal Skills 
  • Problem Solving Skills 
  • High Attention to Details
  • Ownership
  • Multitasking Ability
  • Amenable to work on shifting schedule and graveyard shift

Interested applicants may drop by our office:

Harte-Hanks 16F Five E-Com Bldg., Harbor Drive, MOA Complex, Pasay

Monday - Friday, 10 AM - 4 PM

  • Salary: ₱17,500 - ₱19,500
  • Women
  • Senior Citizens
  • Differently Abled/PWD
  • Displaced Workers(Local)
  • Balikbayans/OFW Returnees

Required Experience, Skills & Education:

  • At least completed 2 years in College/K-12, or any equivalent Tech-Voc course.
  • Above average communication skills
  • Working knowledge of computers, basic applications and Windows operating systems, Sales experience (for upsell agent only)
  • Demonstrates awareness of consumer electronics and technology 
  • Customer Focus 
  • Interpersonal Skills 
  • Problem Solving Skills 
  • High Attention to Details
  • Ownership
  • Multitasking Ability
  • Amenable to work on shifting schedule and graveyard shift

Essential Functions & Responsibilities:

  • Demonstrates knowledge of Bluetooth – create the pairing with PC, connect headset, car kit
  • Ability to move Media from PC to Phone – using Bluetooth, data cable or memory card
  • Ability to answer questions about specs of any phone that has been released
  • Verifies software and hardware versions of each Android phone model
  • Handles any connectivity issues related to the correct model for the phone.
  • Demonstrates knowledge on how to check software version, and how to update as well.
  • Knows how to verify necessary steps to connect the phone to the computer.
  • Knows the basic hardware of the Smartphone – basic usage (e.g. how to insert the SD card)
  • Provides detailed notes over any product issue and escalation
  • Educates customer on device features
  • Applies basic troubleshooting steps according to related issue  on all products: product training will be provided to cover simple troubleshooting and policies in all product categories
  • Accurately and thoroughly document issues and resolutions, along with customer demographics, into the client database.
  • Researches information and deliver back to customers in a timely manner
  • Refers authorized service centers, dealers and parts distributors
  • Replaces defective products under warranty
  • Product exchanges under certain circumstances
  • Responsible for opening and closing SAP Transactions, or assign Transactions to Tier 2 when necessary - Leave the transaction pending with your BP as the employee responsible
  • Accurately document problem description and details in SAP Transaction clearly and with the essential facts necessary to understand and resolve the issue
  • Resolve or escalate end user problems: Tier 1 takes the call, logs the appropriate information and attempts to resolve the call - If Tier 1 is unable to resolve a problem, a complete SAP Transaction is saved pending and the problem is escalated by transferring and/or assigning to Tier 2
  • Other tasks that may be assigned from time to time


  • Reports to Operations Supervisor