Technical Support / Customer Service Representative-Remote (Night Shift)

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 a forward-thinking global organization that prides itself on a people-first culture, fostering an inclusive environment where every employee feels a sense of belonging. The company has received numerous accolades, including recognition as one of the ‘World’s Best Workplaces’ and ‘Best Companies for Career Growth.’ As a member of a diverse team from over 70 countries, you will contribute to enhancing customer experiences and supporting the success of well-known brands through tech-powered innovation. In this role, you will receive comprehensive training and ongoing support to ensure your success. Concentrix emphasizes career growth and personal development, with a significant percentage of management positions filled by internal promotions. The company offers a variety of free learning and leadership development programs to help you achieve your career aspirations. As a Technical Support / Customer Service Representative, you will be responsible for providing inbound customer support, resolving technical issues, documenting information in databases, and maintaining a broad knowledge of client products, including smartphones, tablets, and computers. You will also be expected to deliver expert customer experiences with a positive attitude, contributing to the overall mission of the company to provide outstanding service.

Responsibilities
• Provide inbound customer support using a call flow guide
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• Resolve technical issues related to hardware, software, and client products
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• Track, document, and retrieve information in databases
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• Be an amazing problem-solver
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• Maintain broad knowledge of client products and/or services, such as smartphones, tablets, computers, and wearables
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• Offer additional products and/or services
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• Deliver expert customer experiences.

Requirements
• Strong focus on building customer relationships
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• 1+ year of customer service experience
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• The ability to work an evening or overnight schedule
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• Technical support experience preferred
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• A high school diploma or GED
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• A quiet, distraction-free environment to work from in your home
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• Proficiency in fast-paced multi-tasking
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• Eagerness to learn new technologies
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• Strong problem-solving skills with the ability to ask probing questions to come to a resolution
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• Strong computer navigation skills and PC knowledge
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• 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
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• High Speed internet (no wireless/hotspots or satellite) and a smartphone
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• 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
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• Lucrative employee referral bonus opportunities
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• 401K with company match
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• Paid PTO and holidays
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• Medical, dental, and vision insurance
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• Comprehensive Employee Assistance Program (EAP)
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• Health and wellness programs
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• Mentorship programs
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• Programs and events that support diversity, equity, and inclusion
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• Celebrations for Concentrix Day, Team Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise