Help Desk Support Customer Service

May 11, 2024

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Job Description

At Concentrix, we pride ourselves on providing exceptional customer service and technical support to our clients. As a Help Desk Support Customer Service representative, you will play a crucial role in ensuring our clients receive the best possible assistance with their technology needs. We are looking for individuals who are passionate about helping others, have excellent problem-solving skills… and thrive in a fast-paced, dynamic environment. If you are a customer service superstar with a strong technical background, we want you on our team!
Provide exceptional customer service and technical support to clients in a timely and professional manner.
Serve as the first point of contact for clients experiencing technology-related issues or inquiries.
Troubleshoot and resolve technical problems, including hardware, software, and network issues.
Accurately document and track customer interactions and resolutions in our systems.
Maintain a high level of knowledge on our clients’ products and services to effectively assist customers.
Communicate technical information in a clear and understandable manner to customers with varying levels of technical knowledge.
Collaborate with team members and other departments to resolve complex or ongoing technical issues.
Continuously seek opportunities to improve customer satisfaction and efficiency in technical support processes.
Stay up-to-date with industry trends and advancements in technology to provide the best possible support to customers.
Adhere to company policies and procedures, including maintaining confidentiality of customer information.
Complete administrative tasks, such as scheduling appointments and following up with customers.
Participate in training and development programs to enhance technical and customer service skills.
Maintain a positive and professional attitude in all interactions with customers and colleagues.
Adhere to service level agreements and meet performance metrics related to customer satisfaction, response time, and issue resolution.
Proactively identify and escalate potential issues or trends to management for further action.
Assist in creating and updating customer support documentation and knowledge base articles.
Continuously strive to meet and exceed individual and team goals.
Attend team meetings and provide feedback to improve processes and procedures.
Adhere to all safety and security protocols while working in a fast-paced, dynamic environment.
Represent the company in a positive and professional manner at all times.
Concentrix is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics

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