Job Title:
Technical Support Representative (Remote…
Job Description
The remote Customer Service / Technical Support Representative responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client’s technical products or services by answering questions and solving problems involved in their use. (Military veterans are encouraged to apply.)
Title: Technical Support Representative
Location: WAH-Remote (NA) – U.S.
A NEW CAREER POWERED BY YOU
Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Happiest Employees,” and “Best Companies for Career Growth” awards every year? Then a Technical Support Representative position at Concentrix is just the right place for you!
As a Technical Support Representative, you’ll join an organically diverse team from 70 countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are.
CAREER GROWTH AND PERSONAL DEVELOPMENT
This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.
WHAT YOU WILL DO IN THIS ROLE
As a Technical Support Representative, you will:
? Assist external users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems.
? Troubleshoot basic and routine agent issues that are technical in nature, including hardware, software, networking, or other designated client products
? Customer experience focused troubleshooting vs. traditional transaction approaches
? The ability to de-escalate customers
? Follow appropriate escalation path to resolve technical issues; the ability to navigate knowledge data base, resources, and including making follow up outbound calls to customers or other parties as needed
? Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
? Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
? Greet agents in a courteous, friendly, and professional manner using agreed upon procedures
? Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
? Probe for understanding
? Deliver expert customer experienceswith a smile.
YOUR QUALIFICATIONS
Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Technical Support Representative role include:
? One year of related technical experience preferred
? Must have a non-Apple non chrome book personal desktop or laptop – bring your own device
? Relevant technical expertise related to program (working knowledge of hardware, software, networking, data storage, troubleshooting, and repair) preferred
? Courteous with strong customer service orientation
? Ability to effectively communicate, both written and verbally
? Ability to learn including strong problem-solving skills
? Dependable with proficient attention to detail
? Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
? Ability to work as a team member, as well as independently with minimal supervision
? Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
Comfortable with Outlook, asynchronous tools, and Microsoft Excel
? Must be comfortable being on web camera
? Able to utilize tools and resources to efficiently assist our customer
Need to be able to articulate in a business acumen manner both in verbal and written communications
? Open and receptive to feedback from leadership
? Proactive in self-upskilling and knowledge training
? Ability to cross reference job aids while assisting a customer and minimize dead air by building rapport with the customer
WHAT’S IN IT FOR YOU
One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:
? Paid training two week training and one week nesting
? Lucrative employee referral bonus opportunities
? Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
? 401K with company match; paid PTO and holidays; medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP)
? Health and wellness programs with trained partners to help promote a healthy you
? Mentorship programs that support your rewarding career journey
? A modern, state-of-the-art office setting with advanced technologies and a great team
? Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
? Celebrations for Concentrix Day, Team Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
REIMAGINE THE BEST VERSION OF YOU!
If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their “employer of choice.”
Location:
USA, OH, Work-at-Home
Language Requirements:
Time Type:
Full time
Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
Eligibility to Work:
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
Where Job May be Performed:
Currently, this position may be performed only in the states listed here.
Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.
For more information regarding your EEO rights as an applicant, please visit the following websites:
? English
? Spanish
To request a reasonable accommodation please click here.
If you wish to review the Affirmative Action Plan, please click here
