Weekend After Hours Call Center Rep I
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POST DATE 9/1/2016
END DATE 10/19/2016
Hunt Valley, MD
JOB DESCRIPTIONWeekend After Hours Call Center Rep I POSITION HOURS - SATURDAY 12:00AM - 8AM, SATURDAY - TUESDAY 8:00PM - 8:00AM (40HRS)
The Level 1 Technical Support Agent is the initial post sales contact and answers inbound phone calls, emails or chat interactions with video conferencing end users. This involves troubleshooting, researching solutions, and providing resolutions to Level 1 technical and service problems. This includes inquiries concerning product hardware, software and applications. The Agent ensures proper escalation procedures are followed while performing assigned functions according to standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.
Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customers technical support needs and handle/route accordingly to the satisfaction of the customer
Verifies all contact information
Creates service requests within supplied Customer Relationship Management (CRM) system
Documents problem definition
Documents and logs all contacts and actions into database per specified guidelines
Files appropriate data (soft and hard copies)
Provides direction to customers promoting online self-service and web based solutions
Creates temporary work-around for immediate customer issues when appropriate
Uses a lab to simulate customer environment and issues as necessary to replicate & resolve
Serves as escalation point for eService requests
Escalates to Technical Support unresolved customer issues by packaging, with concise description, actions, and traces required for escalation of bugs and/or request for assistance
Provides customers with existing Service Request status and routes call appropriately
Handles RMA issuance and guidance to promote self-service RMA tracking
Remains knowledgeable of the client's performance requirements, product line and service offerings
Maintains awareness of and compliance with all Concentrix personnel policies
Achieves specified performance goals
Additional responsibilities as required
High school diploma or equivalent
Ability to pass background and identity verification screen
Experience in customer/technical support and knowledge of CRM software
Knowledge of networking configurations and protocols such as TCP/IP, DNS, traceroute, firewalls, and routing
Familiarity with telephony concepts
Experience in fault diagnosis and troubleshooting techniques
Proficient working in a Windows environment with multiple applications and navigation between applications to research information.
Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
Ability to type 30 WPM
Familiarity with common Internet browsers
Customer service orientation
Excellent oral and written communication skills
o Ability to verbally communicate clearly and succinctly
o Ability to compose a grammatically correct, concise, and accurate paragraph
o Ability to communicate technical issues clearly based on user level
Good reading and math skills
Aptitude to listen to callers 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 work during operational hours:
Saturday 12am to 8am, Saturday 8pm - 8am Sunday, Sunday 8pm to 8am Monday, Monday 8pm - 8am Tuesday
What we Offer:
A rapidly growing company with significant career growth opportunities
A culture committed to teamwork and continuous improvement
An attractive compensation package including medical, dental; PTO, paid holidays.
Concentrix is a recognized leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle.
Acquire. Support. Renew. From initial customer acquisition through renewal our suite of complementary services and technology provides you with the support you need to satisfy even the most complex customer requirements. By delivering from our locations in Asia, Europe, Latin America, Canada, and the United States in over 33 major languages, we give our clients the global reach essential for business success. Our results: satisfied clients, some with relationships of 12 years or more.
Concentrix - A SYNNEX Corporation Company is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy.
235 Schilling Road, Suite 103
Hunt Valley, 21031
235 Schilling Road, Suite 103