Experienced Full-Time Remote Customer Service and Technical Support Representative - Delivering Exceptional Experiences with a Global Leader in Customer Engagement

Join the Concentrix Team: Where Passion Meets Purpose

Imagine a workplace where your career aspirations are nurtured, and you're empowered to make a meaningful impact. At Concentrix, we're dedicated to creating a culture that values people first, fostering a sense of belonging, and driving business success through exceptional customer experiences. As a global leader in customer engagement, we're seeking talented individuals like you to join our team of remote Customer Service and Technical Support Representatives.

About Concentrix: A Culture of Innovation and Excellence

Concentrix is a forward-thinking organization that has earned numerous awards, including "World's Best Workplaces," "Happiest Employees," and "Best Companies for Career Growth." Our company is built on a foundation of innovation, diversity, and inclusion, with a team of over 300,000 people from 40 countries working together as "One Concentrix." We're passionate about delivering outstanding results and making a positive impact on our clients' businesses and the communities we serve.

Job Overview: Remote Customer Service and Technical Support Representative

As a remote Customer Service and Technical Support Representative at Concentrix, you'll play a critical role in delivering exceptional experiences for our clients' customers. You'll work independently from the comfort of your own home, using cutting-edge technology and tools to troubleshoot technical issues, provide product support, and resolve customer inquiries.

Key Responsibilities:

• Assist external users of our clients' technical products or services, identifying, investigating, and resolving technical issues via phone, email, or chat.
• Troubleshoot basic and routine technical problems, including hardware, software, networking, or other designated client products.
• Provide customer experience-focused troubleshooting, de-escalating customer concerns and building rapport to ensure a positive experience.
• Follow established escalation procedures to resolve complex technical issues, navigating knowledge databases and resources as needed.
• Ensure service delivery meets contractual Key Performance Indicators (KPIs), maintaining high levels of quality and customer satisfaction.
• Greet customers in a courteous, friendly, and professional manner, using agreed-upon procedures.
• Listen attentively to customer needs and concerns, demonstrating empathy and maximizing opportunities to build rapport.
• Probe for understanding, using effective communication skills to resolve issues efficiently.

Requirements and Qualifications:

Essential Qualifications:

• One year of related technical experience (hardware, software, networking, or other technical fields).
• Non-Apple, non-Chromebook personal desktop or laptop (BYOD).
• Courteous and strong customer service orientation.
• Effective communication skills (written and verbal).
• Ability to learn quickly, with strong problem-solving skills.
• Dependable with proficient attention to detail.
• Skilled in multi-tasking, with flexibility and adaptability.
• Ability to work independently with minimal supervision.
• Comfortable with Outlook, asynchronous tools, and Microsoft Excel.

Preferred Qualifications:

• Relevant technical expertise related to program (working knowledge of hardware, software, networking, data storage, troubleshooting, and repair).
• Experience with web camera and video conferencing tools.
• Business acumen and ability to articulate in a professional manner (verbal and written).
• Open and receptive to feedback from leadership.
• Proactive in self-upskilling and knowledge training.

What We Offer: Career Growth, Benefits, and Perks

At Concentrix, we're committed to investing in our people and their career aspirations. As a remote Customer Service and Technical Support Representative, you'll have access to:

• Paid training and development programs to enhance your skills and knowledge.
• Career growth opportunities, with clear paths for advancement and promotion.
• Comprehensive benefits package, including medical, dental, vision, and 401(k) (US only).
• Employee assistance program (EAP) with free short-term counseling sessions.
• Stock purchasing program and Huang Leadership Development Scholarship.
• Opportunities for networking and leadership development through Staff Resource Groups.
• IRise Mentorship programs to support your career foundation.
• Global citizenship and sustainability initiatives, with team event opportunities.
• Trained wellness partners and wellness training opportunities.

Why Join Concentrix?

By joining our team, you'll become part of a diverse, global organization that's passionate about delivering exceptional customer experiences. You'll have the opportunity to:

• Work with a forward-thinking company that's committed to innovation and excellence.
• Develop your skills and knowledge through paid training and development programs.
• Grow your career with clear paths for advancement and promotion.
• Be part of a culture that values people first and fosters a sense of belonging.
• Make a positive impact on our clients' businesses and the communities we serve.

Apply Now and Start Your Journey!

If you're passionate about delivering exceptional customer experiences and want to join a company that's dedicated to innovation and excellence, apply now to become a remote Customer Service and Technical Support Representative at Concentrix. We can't wait to welcome you to our team!