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Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
As a Technical Support Advisor, you'll be our valued customers' first point of contact, ensuring their success with our products/services. You'll wear many hats troubleshooting technical issues, providing clear guidance, and going the extra mile to delight users. You will play a critical role in ensuring customer satisfaction and driving positive brand experiences.
Essential Functions/Core Responsibilities
- Provide prompt and accurate technical support to customers via phone, email, and chat.
- Diagnose and troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
- Research and identify solutions to complex technical problems using knowledge base resources and escalation pathways.
- Document and escalate unresolved issues to higher-level support teams.
- Maintain detailed records of customer interactions and support activities.
- Proactively identify and address potential customer issues to prevent escalations.
- Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs )
- Serve as a resource to other support personnel
- Participate in ongoing training and development to stay abreast of the latest technology advancements.
- Collaborate effectively with internal teams (e.g., engineering, product development) to resolve technical problems and improve product usability.
- Maintain a professional and positive demeanor while interacting with customers, even in challenging situations.
- Participate in activities designed to improve customer satisfaction and business performance
Desired Candidate Profile
A High School Diploma and one year of relevant experience are preferred
- Tech sales experience is preferred
- Basic/Advanced '' depends on the program '' understanding of client technical systems.
- Ability to learn including strong problem-solving skills
- Exceptional communication and interpersonal skills, with the ability to effectively explain technical concepts to non-technical users.
- Proficient in written and verbal communication.
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Commitment to providing exceptional customer service.
- Courteous with a strong customer service orientation
- Achieve and maintain recognized and applicable technical certification(s)
- Able to rotate shifts, as needed
- Based on the program, additional experience/skills may be required
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Russian Speaker Q4 - 2025 - Technical
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Concentrix Corporation