Customer Service/Technical Support Representative (Remote)

Job Title:

Customer Service/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.

REIMAGINE YOUR CAREER

Are you looking for a “work from home” 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 remote Customer Service / Technical Support Representative position at Concentrix is just the right place for you!

As a remote Customer Service / Technical Support Representative, you’ll join an organically diverse team from 40 countries where ALL members contribute and support each other’s success and well-being, united as “One Concentrix.” Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences (CX), ongoing innovation, and the most cutting-edge technologies. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing exceptional customer service experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great “work from home” opportunity that will allow you 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 remote Customer Service / Technical Support Representative at Concentrix, 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

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our remote Customer Service / 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 Concentrix Culture Statements says, “We are fanatical about our staff.” That’s why we significantly invest in our people, 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:

• World Clean Up Day, #MyOneEarthPromise and other opportunities to support our communities and world
• Events that celebrate Diversity, Equity, and Inclusion Juneteenth, Pride Month, Black History Month, National Women’s Day, and our favorite local community event the Arnold Days Parade!
• Paid training (Customize to time – how many weeks -- 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.

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 300,000 people around the globe call Concentrix their “employer of choice” – proudly united as “One Concentrix.”

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.