Inbound Technical Support Advisor

Summary

Join Concentrix Today!

Description

Are you a tech-savvy professional with a talent for technical support and a flair for generating valuable leads? Join us at Concentrix, where you will work with a leading telecommunications provider. In this role, you'll handle inbound technical support calls, efficiently resolve customer issues, and identify opportunities for service enhancement. This position offers a prime opportunity to excel and grow while delivering exceptional service and contributing to our sales team's success by passing along qualified leads. Enjoy the satisfaction of enhancing customer experiences and earning bonuses for successful lead generation.

Key Responsibilities:

• Technical Troubleshooting & Resolution: Proficiency in diagnosing and resolving technical issues efficiently is crucial, paired with the ability to convey complex technical details in understandable terms to non-technical callers.

 

• Customer Service & Communication: Effective listening and empathy are vital for understanding customer concerns, while strong communication skills ensure clear articulation of solutions, fostering trust and satisfaction. Efficient complaint management involves promptly addressing issues, ensuring the customer's voice is heard, and implementing solutions that prevent future occurrences, thereby enhancing overall customer experience and loyalty.

 

• Package Opportunities & Lead Generation: Recognizing customer needs allows for strategic upselling by suggesting additional beneficial products or services, supported by relationship-building skills that enhance customer trust and open future sales avenues.

 

• Target-Driven & Performance Under Pressure: Consistently meeting or exceeding support targets demonstrates goal orientation, while resilience and focus ensure continuous progress even under pressure.

Qualifications: 

We're seeking technically proficient individuals who excel in providing first call resolution while effectively generating leads additional products and features. Ideal candidates thrive in target-driven environments and prioritize customer satisfaction. Key skills include:

• Customer and Technical Support: Deliver exceptional support by efficiently managing systems to resolve technical issues on the first call.
• Communication: Engage customers with insightful questions to align product offerings with needs, successfully upselling features and benefits.
• Problem-Solving and Resilience: Quickly diagnose issues with attention to detail, maintaining patience and composure in dynamic environments.
• Adaptability and Versatility: Connect with diverse customer profiles, ensuring a tailored and positive experience.

Training & Development: 

Our trainers are dedicated to ensuring your success by providing all the tools and guidance you need. You'll start with a comprehensive training program on our systems, products and features, followed by a supportive nesting period. After nesting, you'll receive ongoing on-the-job training and continuous support to promote your growth and development. 

What’s in it for you? 

• Permanent 40-hour per week contract, Monday-Sunday (5/7 days) between 8am-9pm 

• Convenient location, at Central Business Park, Larbert 

• Annual salary of £25,480 paid monthly 

• Bonus opportunity of up to £250 PCM plus uncapped bonus from lead generation, bonus paid per successful sale made from leads passed to the sales team.
• Exclusive discounts on broadband, mobile, TV channels, and more, including family & friends deals 

If you’re driven by a passion for assisting others and excel at identifying opportunities, this technical support role is your launchpad to a fulfilling career. Each interaction is an opportunity to support customers in maximizing their product use while enhancing your earnings through successful lead generation of new and additional products. Embrace this role where your expertise is key to customer satisfaction.

Concentrix is a Disability Confident and equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.