Experienced Customer Service/Technical Support Representative – Remote Work Opportunity with Global Organization
About Us
Concentrix is a forward-thinking global organization that has earned numerous prestigious awards, including "World's Best Workplaces," "Happiest Employees," and "Best Companies for Career Growth." We pride ourselves on our people-first, inclusive culture and genuine sense of belonging. Our mission is to help the world's best-known brands improve their businesses through exceptional customer experiences (CX), ongoing innovation, and cutting-edge technologies.
Career Growth and Personal Development
This is a fantastic opportunity to reimagine your career journey and develop lifelong friendships while working from the comfort of your own home. We'll provide you with all the training, technologies, and continuing support you need to succeed. At Concentrix, there's real career and personal growth potential, with about 80% of our managers and leaders having been promoted from within. Our range of FREE Learning and Leadership Development programs is designed to set you on your way to the kind of career you've always envisioned.
Job Summary
We're seeking an experienced Customer Service/Technical Support Representative to join our organically diverse team from 40 countries. As a remote Customer Service/Technical Support Representative, you'll be responsible for assisting external users of our client's technical products or services by answering questions and solving problems involved in their use. If you're passionate about providing exceptional customer service experiences and have a strong technical background, we encourage you to apply.
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.
- Follow appropriate escalation path to resolve technical issues; 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.
Qualifications
Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. To be successful in this role, you'll need:
- One year of related technical experience preferred.
- A non-Apple, non-Chromebook personal desktop or laptop (BYOD).
- Relevant technical expertise related to the program (working knowledge of hardware, software, networking, data storage, troubleshooting, and repair) preferred.
- Courteous with a 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.
What's in It for You
At Concentrix, we're fanatical about our staff, and we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. In this role, you'll enjoy:
- World Clean Up Day, #MyOneEarthPromise, and other opportunities to support our communities and world.
- Events that celebrate Diversity, Equity, and Inclusion, such as Juneteenth, Pride Month, Black History Month, National Women's Day, and our favorite local community event, the Arnold Days Parade!
- Paid training and other specifics.
- US Full benefits – 401K (U.S. ONLY), medical, dental, vision, and an employee assistance program (EAP), which includes free short-term counseling sessions for a full range of personal issues and assistance in achieving a healthy work/life balance.
- Concentrix also offers a stock purchasing program, Huang Leadership Development Scholarship, and career development through our very own online university, the CNXU!
- The opportunity to shine in and grow your career with clear paths for development – we invest in you!
- Networking and leadership opportunities with Staff Resource Groups, such as Network of Women, Black Professionals Network, Pride, and Ability.
- IRise Mentorship programs to help you create the strong foundation to a rewarding career.
- Global citizenship, sustainability, and team event opportunities that help you make a difference in your community and beyond!
- Trained wellness partners to support you, as well as wellness training opportunities.
- A diverse, global organization full of innovative, friendly people to bounce ideas off, learn from, and grow with.
Eligibility and Location
This position is open to US residents only. The job may be performed 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:
How to Apply
If you're passionate about providing exceptional customer service experiences and have a strong technical background, we encourage you to apply. Click the link below to submit your application:
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