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Technical Support / Customer Service Representative-Remote (Night Shift) ID-1815

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.

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Responsibilities

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

Requirements

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

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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