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Call Center Customer Service Rep

Req #: CNX00047373
Location: Hunt Valley, MD US
Job Category: CRM

Do you have a passion for a career in customer support? Concentrix is now hiring for a Customer Support Agent!

 

 

 

 

The Level 1 Support Agent is the initial post sales contact and answers inbound phone calls, emails or chat interactions with end users. This involves 


troubleshooting, researching solutions, and providing resolutions to Level 1 technical and service problems. The Agent ensures proper escalation procedures 


are followed while performing assigned functions according to standardized policies and procedures. The Agent is accountable for customer satisfaction by 


achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.




Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer’s support needs and handle/route accordingly to the satisfaction of the customer


Verifies all contact information


Creates service requests within supplied Customer Relationship Management (CRM) system


Documents problem definition


Documents and logs all contacts and actions into database per specified guidelines


Files appropriate data (soft and hard copies)


Provides direction to customers promoting online self-service and web based solutions


Creates temporary “work-around” for immediate customer issues when appropriate


Serves as escalation point for eService requests 


Escalates to Technical Support unresolved customer issues by packaging, with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”


Provides customers with existing Service Request status and routes call appropriately


Remains knowledgeable of performance requirements, product line and service offerings


Maintains awareness of and compliance with all Concentrix personnel policies


Achieves specified performance goals


Additional responsibilities as required



Ability to verbally communicate clearly and succinctly in English

Ability to compose a grammatically correct, concise, and accurate paragraph in English

High school diploma or equivalent 

Ability to pass background and identity verification screen

Experience in customer/technical support and knowledge of CRM software

Proficient working in a Windows environment with multiple applications and navigation between applications to research information. 

Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook

Ability to type 30 WPM

Familiarity with common Internet browsers

Customer service orientation

Excellent oral and written communication skills

Ability to communicate technical issues clearly based on user level

Good reading and math skills

Aptitude to listen to caller’s description of problem; interpret, summarize and document 

Strong interpersonal skills, ability to establish and maintain effective working relationships

Ability to handle stressful situations and bond professionally with frustrated customers

Ability to work during operational hours, Monday – Friday, 8am – 8pm EST


What we Offer:

·         A rapidly growing company with significant career growth opportunities

·         A culture committed to teamwork and continuous improvement

·         An attractive compensation package including medical, dental; PTO, paid holidays.

 

Company Description:

A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. Based in 24 countries with a staff of more than 54,000 who speak 40+ languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism.


Please Email Resumes to: Adam.Graham@concentrix.com

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