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

Postal Code:

21030

Approximate Salary:

Not Specified

Position Type:

Full Time

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Tier 1 Call Center Support

Concentrix - Hunt Valley, Maryland

Posted: 10/23/2018

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.

Job Description

Advisor I: Voice Technical Support Base - (CNX00053659)

Description

 Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, 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. Clients we serve conduct business in the areas of Banking & Financial Services, Healthcare, Insurance, Technology, Consumer Electronics, Retail & E-Commerce, Government & Public Sector, Media & Communications, Travel, Transportation & Tourism, and Automotive. 
We are nimble. We bring speed, flexibility and transparency to every customer touch, every transaction and every service we provide. We take our values seriously and they are threaded into everything that we do.


The Help Desk Technician I is a member of the Support Desk team. This team handles all incident-based customer support requests. The Help Desk Technician I interacts directly with the customer through ticket resolution and will serve as primary point of contact with the customer. In addition to owning and ensuring that support requests are resolved properly the first time, the Help Desk Technician I is also responsible for meeting SLA’s.


MAJOR RESPONSIBILITIES:

Incident-based Issue Resolution
Resolve assigned customer technical issues
Escalate as required, within a proper time frame
Meet SLA’s
Communicate to customers clearly, effectively and professionally
Monitor the progress of trouble tickets to ensure that all tickets reach final resolution and that end users receive appropriate communication
Effectively probes customers in order retrieve the actual problem or the underlying cause of a problem
Provide support and assistance to the System Administration and Engineering team with the delivery of customer communication, support and systems maintenance

MINIMUM QUALIFICATIONS:

Desire to work in a fast-paced environment within the technology sector
Ability to prioritize and multitask work to ensure that time frames are met

SPECIAL SKILLS REQUIRED:

Proficiency with Microsoft Office programs (Outlook, Excel, Word, Visio, etc.)
Proficiency with troubleshooting shared network peripherals (Printers, Scanners, ETC.)
SPECIAL SKILLS DESIRED: 

Proficiency with computer networking, including switches, SMB routers and wireless access points
 
Qualifications

Minimum Requirements: 

Desire to work in a fast-paced environment within the technology sector
Ability to prioritize and multitask work to ensure that time frames are met
Minimum 2 years’ experience providing technical support
 

Detailed understanding of product sets within 30 days

What we Offer:

• 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.

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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