What are the responsibilities and job description for the Help desk support position at Concentrix?
Job Title :
Help Desk Support Customer Service
Job Description
The Sr. Advisor I, Customer Service interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements.
This position requires broad knowledge of client products and / or services to resolve non-standard or escalated customer issues.
Essential Functions / Core Responsibilities
Use problem solving skills, in conjunction with tools and resources, to resolve non-standard and / or escalated issues
Answer questions independent of decision-support tools; including handling escalated calls from other customer support associatesservice advisor
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
Maintain in-depth knowledge of client products and / or services
Prepare complete and accurate work including appropriately notating accounts as required
Participate in activities designed to improve customer satisfaction and business performance
Offer additional products and / or services
Adhere to shift schedules and maintain acceptable attendance. Provide required notification of absence according to company policy
Candidate Profile
High school diploma with one year of customer service experience preferred
Courteous with strong customer service orientation
Strong computer navigation skills and PC Knowledge
Ability to effectively communicate, both written and verbally
Ability to learn; including strong problem solving skills
Dependable with proficient attention to detail
Strong organizational skills with the ability to juggle multiple tasks; adapt to changes quickly
Tolerance for repetitive work in a fast-paced, high production work environment
Ability to work as a team member, as well as independently
Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
Able to rotate shifts, as needed
May mentor Entry, Intermediate or Senior level agents
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
Career Framework Role
Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment).
Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions.
Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors / competencies such as the ability to teach / coach other agents and / or support the program by performing data analysis work.
Client feedback must be favorable for progression to this level. Opportunity to progress here is dependent on business needs.
Call handling tasks may be required as business needs dictate.
Disclaimer
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.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location :
USA, NC, Work-at-Home
Language Requirements :
Time Type : Full time
Full time
Physical & Mental Requirements : While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment.
Work is generally sedentary in nature.
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https : / / www.
concentrix.com / resource / job-applicant-privacy-notice-for-california-residents / )
Eligibility to Work :
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position.
Must reside in the United States or have a valid U.S. address for residence.
Where Job May be Performed :
Currently, this position may be performed only in the states listed here (https : / / jobs.concentrix.com / global / en / advisor-positions) .
Concentrix is an Equal Opportunity / Affirmative Action Employer including Disabled / Vets.
For more information regarding your EEO rights as an applicant, please visit the following websites :
English (https : / / www.eeoc.gov / sites / default / files / 2023-06 / 22-088 EEOC KnowYourRights6.12.pdf)
Spanish (https : / / www.eeoc.gov / sites / default / files / 2023-06 / 22-088 EEOC KnowYourRightsSp6.12.pdf)
To request a reasonable accommodation please click here (https : / / jobs.concentrix.com / global / en / reasonable-accomodation) .
If you wish to review the Affirmative Action Plan, please click here (https : / / jobs.concentrix.com / global / en / affirmative-action) .
Last updated : 2024-03-07
