Technical Support Associate I

Company: Concentrix Corporation
Location: Hazelwood
Posted on: September 25, 2022

Job Description:

Job Title:Technical Support Associate IJob DescriptionThe Advisor I, Technical Support 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 problemsTroubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client productsFollow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as neededSolve problems that are generally unstructured and require extensive use of conceptual thinking skillsEnsure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')Greet customers in a courteous, friendly, and professional manner using agreed upon proceduresListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerClarify customer requirements; probe for understandingPrepare complete and accurate work including appropriately notating accounts as requiredParticipate in activities designed to improve customer satisfaction and business performanceCandidate Profile Associate's Degree in related technical discipline with six years of related technical experience preferredAchieve and maintain recognized and applicable technical certification(s)Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)Working knowledge of client technical systemsCourteous with strong customer service orientationAbility to effectively communicate, both written and verballyAbility to learn including strong problem solving skillsDependable with proficient attention to detailSkilled in multi-tasking; including the ability to be flexible and adapt to changes quicklyAbility to work as a team member, as well as independently with minimal supervisionDemonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and mannerAble to rotate shifts, as neededBased on location and/or program, additional experience/skills may be required*Job requirements may vary by country and will not contravene any local lawsCareer Framework Role Has program required basic skillset to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels .Minimum of two years of college education in related technical discipline. No prior call center experience is requiredAbility to think clearly and can explain simple issues effectively, both written and verballyAbility to resolve basic to moderate technical issuesDisclaimer 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, Hazelwood, MOLanguage Requirements:Time Type:Full time2022-12-31-08:00

Keywords: Concentrix Corporation, Springfield , Technical Support Associate I, IT / Software / Systems , Hazelwood, Illinois