Job Description
Who We Are
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
We are seeking customer‑focused, highly organized, and tech‑savvy individuals to join our team as Customer Migration Support Agents. In this role, you will support customers transitioning from their current software to the client's new software platform.
This position requires a combination of outbound customer outreach, inbound support calls, and full life‑cycle case management. You will serve as the customer’s primary point of contact—from the initial introduction through the successful completion of their software migration. The ideal candidate excels at clear communication, problem‑solving, and delivering an exceptional customer experience throughout the migration journey.
Essential Responsibilities
- Conduct outbound calls to customers to initiate and support the software migration process.
- Handle inbound customer calls related to onboarding, migration questions, and technical assistance.
- Manage customer cases from first contact through successful completion of the migration process.
- Provide clear instructions and support to guide customers through each step of the transition.
- Document all interactions, updates, and progress in the case management system.
- Collaborate with internal teams when escalation or additional technical support is required.
- Monitor migration progress to ensure timely completion and resolve any blockers proactively.
- Deliver a professional, efficient, and friendly customer experience that reflects brand standards.
- Maintain accurate records and adhere to compliance, quality, and data security requirements.
Qualifications, Knowledge, and Skills
- High school diploma or equivalent required.
- 2 years of experience in customer service, call center, technical support, or a related field.
- Strong verbal communication skills with the ability to explain software‑related processes clearly.
- Ability to manage multiple customer cases simultaneously with strong attention to detail.
- Comfortable handling both outbound and inbound call volumes.
- Basic proficiency with computers, software navigation, and CRM or case management tools.
- Problem‑solving skills with the ability to troubleshoot common customer challenges.
- Demonstrated reliability, professionalism, and customer‑first mindset.
- Great organizational and time management skills to handle multiple tasks throughout your day
- Ability to troubleshoot and resolve issues that may arise during customer interactions.
Preferred Qualifications:
- Experience supporting software onboarding, implementation, or migrations.
- Previous experience working in logistics, shipping, or client‑aligned operations.
- Familiarity with technical support workflows or SaaS environments.
- Bilingual proficiency (English/Spanish) is a plus.
- Experience working in a fast‑paced contact center environment.
- Strong ability to de‑escalate, empathize, and build customer trust over the phone.
What We Offer
- A collaborative and inclusive work environment.
- The chance to make a significant impact on our customers' lives.
- 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…
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.