Technical Support Associate I

Job Title:
Technical Support Associate I

Job Description
The Advisor I, Technical Support 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.
What's in it for you?

We invest in our people and teams for ongoing personal and career development so each career path is meaningful. In this role, you will be provided with:

• Opportunities for performance incentives.
• The opportunity to work from the comfort of your home, the opportunity to work from home until we return to the office setting or the opportunity work with a great team in our beautiful Hazelwood, MO.
• Paid training
• Full benefits - 401K (U.S. ONLY) medical, dental, vision, and an employee assistance program (EAP), which includes free counseling sessions, to support the needs of each team member.
• The opportunity to shine and grow your career with clear paths for development - we invest in you!
• Concentrix University, an online learning platform with more than 11k development courses is available to you on your first day.
• Networking and leadership opportunities with Staff Resource Groups such as Network of Women, Black Professionals Network, Pride, and Ability.
• Mentorship programs to help you create the strong foundation to a rewarding career.
• Global citizenship, sustainability and team event opportunities that help you make a difference in your community and beyond!
• Trained wellness partners to support you and wellness training opportunities.
• The joy of helping others every day
• Employee Referral Bonuses
• A diverse, global organization full of innovative, friendly people to bounce ideas off, learn from and grow with.

What will you do in this role?

As Advisor I, Technical Support 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 customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• 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 customers 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
• Clarify customer requirements; probe for understanding
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance

Who You Are:

As Advisor 1, Tech Support your ability to troubleshoot, empathize, integrity, knowledge and unique compassionate style will bring value with every interaction. You also have:
• Associate's Degree in related technical discipline with six years of related technical experience preferred
• Achieve and maintain recognized and applicable technical certification(s)
• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, and repair)
• Working knowledge of client technical systems
• 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
• Able to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required

*Job requirements may vary by country and will not contravene any local laws

Together, let's do something great!

If you find yourself smiling right now and this feels like the perfect next step in

your career, we want to hear from you! Apply today and find out why 270,000+ people around the globe choose to call Concentrix home.

We are proudly one team, one company, One Concentrix and we invite you to join us!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. These are not intended to be a comprehensive list of all responsibilities, duties or skills.

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Location:
USA, Hazelwood, MO

Language Requirements:

Time Type:
Full time