About the position
The Technical Support / Customer Service Representative-Remote (Night Shift) at Concentrix is a pivotal role that allows you to work from the comfort of your home while providing exceptional customer service and technical support. This position involves interfacing with customers through inbound and outbound calls, as well as online communication, to resolve routine problems and inquiries related to the client's products and services. Concentrix is recognized for its inclusive culture and commitment to employee growth, making it an ideal workplace for those seeking a fulfilling career in customer service. As a member of a diverse team representing over 70 countries, you will contribute to enhancing customer experiences for some of the world's leading brands. The company prides itself on fostering a supportive environment where employees can thrive and develop professionally. With a strong emphasis on career growth, Concentrix offers extensive training and development programs, ensuring that employees are well-equipped to succeed in their roles. Approximately 80% of the management team has been promoted from within, highlighting the company's dedication to internal advancement. In this role, you will be responsible for providing inbound customer support, resolving technical issues related to various devices, and maintaining a comprehensive knowledge of client products. You will also be expected to document customer interactions and offer additional products and services as appropriate. The ideal candidate will possess strong problem-solving skills, a customer-centric approach, and the ability to work effectively in a fast-paced environment.
Responsibilities
- Provide inbound customer support using a call flow guide
- Resolve technical issues related to hardware, software, and client products
- Track, document, and retrieve information in databases
- Be an amazing problem-solver
- Maintain broad knowledge of client products and/or services, such as smartphones, tablets, computers, and wearables
- Offer additional products and/or services
- Deliver expert customer experiences.
Requirements
- Strong focus on building customer relationships
- 1+ year of customer service experience
- The ability to work an evening or overnight schedule
- Technical support experience preferred
- A high school diploma or GED
- A quiet, distraction-free environment to work from in your home
- Proficiency in fast-paced multi-tasking
- Eagerness to learn new technologies
- Strong problem-solving skills with the ability to ask probing questions to come to a resolution
- Strong computer navigation skills and PC knowledge
- A desktop or laptop to complete PC and internet testing; A work computer may be provided depending on the position offered, but is not guaranteed
- High Speed internet (no wireless/hotspots or satellite) and a smartphone
- Must reside in the United States or have a valid U.S. address for residence
Nice-to-haves
- Familiarity with iOS and/or MacOS, or comparable technology is preferred
Benefits
- Paid training and performance-based incentives
- Lucrative employee referral bonus opportunities
- 401K with company match
- Paid PTO and holidays
- Medical, dental, and vision insurance
- Comprehensive Employee Assistance Program (EAP)
- Health and wellness programs
- Mentorship programs
- Programs and events that support diversity, equity, and inclusion
- Celebrations for Concentrix Day, Team Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise
