Customer Service/Technical Support Representative (Remote) in USA

Customer Service/Technical Support Representative (Remote) - Concentrix - USA - work from home job Company: Concentrix Job description: 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; 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-bolthires 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 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, E