Concentrix is seeking a customer-focused Support Representative to join our growing, remote team in Cambridge, ON. As a Support Representative, you will be the voice of Concentrix, assisting customers with product inquiries, troubleshooting issues, and delivering world-class customer service. This is a fantastic opportunity for individuals looking to work from home while building a rewarding career with a global company that prioritizes inclusivity, personal growth, and innovation.
Responsibilities
- Answer inbound calls from customers, providing exceptional service and technical support for various products and services.
- Troubleshoot hardware and software issues related to smartphones, tablets, computers, and wearables, with a focus on resolving problems efficiently.
- Follow call flow guides to assist customers, ensuring a seamless support experience.
- Track and document customer interactions and technical issues in company databases.
- Maintain a thorough knowledge of client products, with a preference for familiarity with iOS, macOS, or comparable technologies.
- Solve customer issues with a problem-solving mindset and a positive attitude.
- Adhere to performance-based scheduling, with the opportunity to earn better schedules based on performance.
Qualifications
- Experience: 1+ year of customer service experience is required.
- Education: High school diploma or GED.
- Technology Skills: Ability to explain technology comfortably, with strong computer navigation skills and experience with PC-based systems.
- Work Environment: A quiet, distraction-free environment to work from home, with a desktop or laptop for testing. A company work computer will be provided.
- Communication: Strong written and verbal communication skills, with a focus on building positive customer relationships.
- Problem-Solving: Ability to ask probing questions to resolve issues and a strong desire to learn new technologies.
- Technical Requirements: High-speed internet (minimum 10 Mbps upload and download speeds) and a smartphone.
- Availability: Flexibility to work during operational hours from 8 AM to 11:30 PM EST, Monday to Sunday, with rotating schedules every 3 months.
Benefits
- Compensation: Starting wage of $19.50/hour with opportunities for career progression.
- Training: Full-time paid training, including classroom instruction and on-the-job training.
- Bonuses: Lucrative employee referral bonuses.
- Retirement and Health Benefits: Registered Retirement Savings Plan (RRSP), paid time off, medical, dental, vision insurance, and Employee Assistance Programs (EAP).
- Health and Wellness: Access to health and wellness programs, mentorship programs, and resources for personal development.
- Culture and Community: Participate in programs that promote diversity, equity, and inclusion, as well as community support events like Concentrix Day, Customer Service Week, and World Clean Up Day.
Application Instructions
If you’re ready to take the next step in your career, we’d love to hear from you! Apply today and discover why Concentrix is consistently named one of the “World’s Best Workplaces.” Only qualified applicants authorized to work in Canada and residing in approved provinces (AB, BC, MB, NB, NL, NS, ON, PE, SK) will be considered.
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