Clouding Advisor I Technical Support
Concentrix
La Aurora, cr
3d ago

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 problems
  • Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
  • Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
  • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
  • 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
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Candidate Profile

  • Associate’s Degree in related technical discipline with six years of related technical experience preferred
  • Achieve 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 systems
  • Courteous with strong customer service orientation
  • Ability to effectively communicate, both written and verbally
  • Ability to learn including strong problem solving skills
  • Dependable with proficient attention to detail
  • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
  • Ability to work as a team member, as well as independently with minimal supervision
  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
  • Able to rotate shifts, as needed
  • 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
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