Experienced IT Help Desk Support Specialist - Seasonal Remote Customer Service Representative
Job Summary:
Are you a highly motivated and customer-focused IT professional looking for a seasonal opportunity to grow your skills and experience in a dynamic remote work environment? Do you have a passion for delivering exceptional customer service and resolving complex technical issues? If so, we invite you to join our team as an Experienced IT Help Desk Support Specialist - Seasonal Remote Customer Service Representative.
About Us:
Webhelp Americas is a leading provider of customer experience solutions, delivering innovative and effective solutions to our clients across various industries. Our team is dedicated to providing exceptional customer service, and we're looking for talented individuals like you to join our growing team.
Job Description:
As an Experienced IT Help Desk Support Specialist - Seasonal Remote Customer Service Representative, you will be responsible for providing technical support to our clients via phone, chat, email, and ticket queues. You will work collaboratively with our team to resolve complex technical issues, document and process incidents, and communicate effectively with users to understand their needs and provide solutions.
Key Responsibilities:
* Accept inbound requests via phone, chat, email, and ticket queues
- Record and process incidents and service requests according to process specifications
- Communicate with users to understand issues and provide solutions
- Document and resolve incidents according to process specifications
- Forward incidents which cannot be resolved to downstream support groups according to process specifications
- Initiate escalations according to process specifications
- Work collaboratively supporting team via Group Chat Application
- Assist with training and supporting fellow agents
- Meet or exceed performance metrics, including average time on task and resolution rate
Requirements:
* Six months of technical support experience preferred
- Basic understanding of computer technology and IT support
- Experience in customer service ideally gained in a customer-facing environment
- English proficiency in both verbal and written form
- Must be culturally sensitive and appreciate cultural differences
- A+, Network+, or Microsoft certifications a plus
- TIL v3 a plus
- Basic knowledge of computer technology:
+ Windows Client + Microsoft Outlook + Microsoft Office (Word, Excel, PowerPoint) + Diverse browser support experience (Internet Explorer, Chrome, & Firefox) + PC hardware + Basic understanding of networks
- Knowledge of the following a plus:
+ Windows Active Directory and domain concept + Enterprise mobile device knowledge + Fixed network telephones and VoIP telephone support
Soft Skills Profile:
* Professionalism at all times, assertiveness, and accountability
- Good timekeeping, flexibility, drive, enthusiasm, initiative, commitment, and self-motivation
- Respect for colleagues, desire to learn
- Ability to communicate effectively with corporate customers of different technical expertise, peers, and all levels of management
- Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
- Ability to work well under pressure, set priorities, and comfortable making quick decisions
Benefits:
* Competitive hourly rate of $17.00
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
* 8-hour shift
- Weekdays
- Weekends as needed
Work Location:
* Remote work environment
Eligibility to Work:
* In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position.
- Must reside in the United States or have a valid U.S. address for residence.
Where Job May be Performed:
* Currently, this position may be performed only in the states listed here.
Equal Opportunity Employer:
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.
Language Requirements:
* English proficiency in both verbal and written form
Time Type:
* Full-time
Physical & Mental Requirements:
* While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
How to Apply:
If you're a motivated and customer-focused IT professional looking for a seasonal opportunity to grow your skills and experience in a dynamic remote work environment, we invite you to apply for this exciting role. Please submit your application through the link below. Apply Job! Apply for this job