Concentrix Technical Support Associate I in Wichita, Kansas
Technical Support Associate I
The Technical Support Associate I 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.
Essential Functions/Core Responsibilities
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
High school diploma or equivalent
Ability to type at a minimum 35 words per minute
Computer proficiency / Strong working knowledge of computer hardware and peripherals, software (installation & updating), Microsoft Office suite, virus / spyware, all types of connectivity and networking
One year technical support experience or the equivalent through a combination of education and related work experience
Excellent oral, written and interpersonal communication skills; Ability to communicate clearly and calmly on the telephone, email and chat and to use effective customer service techniques with clients who may be under stress; Ability to professionally interact with all levels of associates
Ability to maintain composure under stressful situations & work in a fast-paced phone center environment
Ability to effectively analyze and troubleshoot computer hardware and software issues and provide sound resolutions.
Capable of working autonomously and also function as part of a team.
Ability to distinguish the varying levels of clients' technical competency & communicate on an understandable and professional level
Identify and report all out-of-line conditions affecting customer satisfaction
Demonstrated ability to follow defined technical processes as prescribed with minimal work-arounds
Demonstrates “controller” personality traits such as transparency; talkative; ability to make strengths knows & freely expresses their opinion.
Able to rotate shifts, as needed
Based on location and/or program, additional experience/skills may be required
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
USA, Wichita, KS
We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.
We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!
In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.
Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.