Concentrix

About Concentrix

Concentrix brings collaboration, strategy and execution together to solve problems and improve your business outcomes across all facets of the enterprise. We are a global provider of business services.
Job Category:

Other

Country:

United States

Approximate Salary:

Not Specified

Position Type:

Full Time

Customer Support Technician

Concentrix - Richmond Virginia, California

Posted: 12/9/2018

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

At Concentrix, we are fanatical about our staff and clients. We are tenacious in our pursuit of excellence and high quality service. We are not afraid of being bold and disruptive in the Marketplace and we like shaking things up. We take our values seriously and they are threaded into everything that we do - we are ONE CONCENTRIX. Join us and BE the Difference for the world’s best Brands!

Career Description/Summary:

The Customer Support Technician position is the initial contact for consumer conversations feedback, issue resolution, records case information and data across multiple channels. This involves troubleshooting, researching solutions, and providing resolutions to consumer problems. The Technician ensures proper consumer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures. The Technician is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals daily.

Duties and Tasks/Essential Functions:

  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
  • Research required information using available resources
  • Follow standard processes and procedures
  • Identify and escalate priority issues per Client specifications
  • Redirect problems to appropriate resource
  • Accurately process and record call transactions using a computer and designated tracking software
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and updates

Skill and Knowledge Qualifications:

  • At least one year of call center experience in a technical call center environment
  • Excellent technical aptitude
  • Hold at least 3 home appliances certifications and have hands on experience
  • Ability to handle complex cases
  • Champion new technologies as part of a dynamic support role such as augmented reality and video chat
  • Excellent soft skills with proven customer service skills
  • Able to effectively collaborate with Product Engineering, Quality, and Support teams
  • Digital ready representative
  • Proper phone etiquette
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Effective listening skills
  • Willingness to co-operate with others and work to the greater good
  • Multi-tasking capabilities
  • Minimum 12 hours of weekend working availability on a Saturday or Sunday

Competencies:

  • Exemplary Attendance and Punctuality
  • Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
  • Focuses and guides self and team members in accomplishing work objectives
  • Interacts with others in a way that gives them confidence in one’s intentions and those of the organization
  • Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener
  • Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
  • Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
  • Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization
  • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates
  • Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

Please send resumes to: Arika.Aerts@concentrix.com

#cnxjobs

What we offer:

Concentrix provides our Associates with:

  • A rapidly growing company with significant career growth opportunities
  • A culture committed to teamwork and continuous improvement
  • An attractive compensation package including medical, dental; PTO, paid holidays.
  • Competitive salary

The Company:

Concentrix is a high-value global business services company. With more than 100,000 staff in 5 continents, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the Customer experience and Business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit www.concentrix.com.

Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity Employer M/F/D/V and is committed to the Quality Policy

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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