Introduction to Concentrix
Concentrix is a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging. We are a company that earns "World's Best Workplaces," "Happiest Employees," and "Best Companies for Career Growth" awards every year. Our mission is to help the world's best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. We are now looking for a skilled and motivated Technical Support Representative to join our team and contribute to our continued growth and success.
Job Overview
As a Technical Support Representative, you will be responsible for responding to basic and routine inquiries of a technical nature, including hardware, software, or other designated client products. You will assist external users of the client's technical products or services by answering questions and solving problems involved in their use. This is a great opportunity to reimagine an all-new career journey and develop "friends for life" at the same time. We will give you all the training, technologies, and continuing support you'll need to succeed.
Key Responsibilities
- 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 and navigate knowledge databases, resources, and make 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 Indicators (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.
- Deliver expert customer experiences with a smile.
Essential Qualifications
To be successful in this role, you will need to have a strong and diverse skillset in relevant areas, including:
- 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 the 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.
Preferred Qualifications
In addition to the essential qualifications, we are looking for candidates with:
- Experience working in a remote or virtual environment.
- Knowledge of customer service software and technologies.
- Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
Career Growth and Development
At Concentrix, we are committed to the growth and development of our employees. 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. About 80% of our managers and leaders have been promoted from within, so there are plenty of opportunities for career advancement and professional growth.
What's in it for You
In addition to a competitive salary and benefits package, we offer:
- Paid training, including two weeks of training and one week of 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.
Work Environment and Company Culture
At Concentrix, we pride ourselves on our inclusive and diverse culture. We are a company that values and respects all employees, regardless of their background, culture, or identity. We are committed to creating a work environment that is welcoming, supportive, and inclusive, where all employees can thrive and reach their full potential.
How to Apply
If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity. We are excited to review your application and look forward to the possibility of you joining our team.
Conclusion
In conclusion, we believe that this Technical Support Representative role is an excellent opportunity for a skilled and motivated individual to join our team and contribute to our continued growth and success. With a competitive salary and benefits package, opportunities for career advancement and professional growth, and a supportive and inclusive work environment, we are confident that you will find this role rewarding and challenging. So why not apply today and take the first step towards an exciting and fulfilling career with Concentrix?
Apply Now