The Technical Support Representative provides first level problem resolution for all incoming phone calls.  The agent performs all phases of troubleshooting including documenting customer and problem information, interpretation, analysis, research, and resolution. Technical problems pertain to one O/S and several software categories. Problems are posed primarily by network administrators. Support is provided via voice/email/chat and other electronic mediums. The agent delivers quality technical resolutions in a timely manner by analyzing problems and researching new issues in provided resources within established guidelines and prescribed procedures. This includes researching issues and calling customers back until issue resolution is reached.

Responsibilities:

• Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and resources to assess customer’s technical support needs and handle/route accordingly to the satisfaction of the customer
• Verifies, tracks and documents customer and problem information
• Delivers quality technical resolutions in a timely manner by analyzing problems, researching new issues using provided resources within established guidelines and prescribed procedures
• Manages individual special problem cases by researching issues and calling customers back until issue resolution
• Participates in training activities to maintain technical currency and provide a high degree of service to meet customer service goals
• Maintains awareness of and compliance with all Concentrix personnel policies
• Achieves specified performance goals
• Additional responsibilities as required

Requirements:

• High school diploma or equivalent
• Ability to type 30 WPM
• Proficient working in a Windows environment with multiple applications and navigation between applications to research information.
• Familiarity with common Internet browsers
• Customer service orientation
• Excellent oral and written communication skills
• Ability to verbally communicate clearly and succinctly
• Ability to compose a grammatically correct, concise, and accurate paragraph
• Ability to communicate technical issues clearly based on user level
• 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 clearly and succinctly communicate via telephone through an excellent command of the English language
• 1 year of experience in configuration and troubleshooting of basic network infrastructure
• Familiar with:
• OSI layers
• TCP/IP, UDP/IP, ICMP
• Subnetting
• WiFi (WEP) + Bluetooth
• FTP, HTTP, SMTP, POP3
• Specific experience or knowledge of VPN (IPSEC), Firewalls and NAT concepts
• Knowledge of installation and configuration of NICs, routers, switches, hubs and/or gateways

Concentrix is a sophisticated Business Process Outsourcing (BPO) firm, offering a suite of complementary services that help make our clients more profitable. Since 1983, our company has been recognized as an outsourced marketing services innovator, offering clients the latest in emerging technology and business process. We have nearly 7,500 employees delivering outsourced programs from locations worldwide. At Concentrix, we develop and deploy a variety of programs and solutions, including sales and marketing services; technical and customer support; direct mail production; and back office solutions.  www.concentrix.com