Customer Service / Technical Support Rep (On-Site)

Concentrix; Hamilton; On-site; CAD 23,419 - 31,684; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

RRSP program

Paid time off

Job summary

Concentrix in Hamilton, ON is hiring a Customer Service / Tech Support Representative. You will be the first contact for technical inquiries and provide courteous, knowledgeable support for devices and software.

We offer training, growth opportunities, and a comprehensive benefits package. The role requires English proficiency, problem-solving ability, and availability to work 8:00 am–11:30 pm EST, with rotating schedules.

Qualifications

• 1 year of customer service experience or equivalent.
• Effective communication skills in English, both written and verbally.
• Proficiency in fast-paced multi-tasking and ability to learn, including strong problem-solving skills.
• Patience in working with customers is second nature for you.
• Live within 35km of the Hamilton site/location.
• The availability to work during the Hours of Operation: 8:00 am-11:30 pm EST Monday-Sunday. Your schedule will change every 3 months and is based on performance.

Responsibilities

• You are the point of contact for all technical inquiries about hardware, software, or other designated client products.
• 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; use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
• Prepare complete and accurate work including appropriately notating of accounts as required.
• Maintain broad knowledge of client products, such as: smartphones, tablets, computers, and wearables. Familiarity with iOS and/or macOS, or comparable technology, is preferred
• Deliver expert customer experiences…with a smile.

Skills

Customer service

English communication

Problem solving

Multitasking

Patience

Education

High School diploma or GED

Job description

Join a world-class team in Hamilton, ON, as a Customer Service / Tech Support Rep! At Concentrix, we’re looking for passionate game-changers to deliver exceptional customer experiences and tech-based solutions for one of the world’s best-known brands. If you're ready to grow with a Fortune 500 company with an inclusive, award-winning culture, your new career starts here. (Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a Customer Service / Tech Support Representative position at Concentrix is the right place for you!

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity that will allow you to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.

What You Will Do In This Role

• You are the point of contact for all technical inquiries about hardware, software, or other designated client products.
• 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; use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
• Prepare complete and accurate work including appropriately notating of accounts as required.
• Maintain broad knowledge of client products, such as: smartphones, tablets, computers, and wearables. Familiarity with iOS and/or macOS, or comparable technology, is preferred
• Deliver expert customer experiences…with a smile.

Your Qualifications

Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction.

• Live within 35km of the Hamilton site/location.
• 1 year of customer service experience or equivalent, with a High School diploma or GED.
• Effective communication skills in English, both written and verbally.
• Proficiency in fast-paced multi-tasking and ability to learn, including strong problem-solving skills.
• Patience in working with customers is second nature for you.
• The availability to work during the Hours of Operation: 8:00 am-11:30 pm EST Monday-Sunday. Your schedule will change every 3 months and is based on performance. (The better you perform, the better your schedule!)

What’s In It For You

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we invest in our game-changers, our infrastructure, and our capabilities to ensure long‑term success for both our teams and our clients. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

• The base salary for this position is $20/hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), registered retirement savings plan, paid time off and holidays, and paid training days.
• DailyPay enrollment option to access pay "early," when you want it
• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
• Health and wellness programs with trained partners to help promote a healthy you
• Mentorship programs that support your rewarding career journey
• A modern, state‑of‑the‑art office setting with advanced technologies and a great team
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
• Celebrations for Concentrix Day, Game‑Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more

REIMAGINE THE BEST VERSION OF YOU!

JOB AVAILABILITY

We accept applications for this position on an ongoing basis. It is currently for an existing, immediate vacancy; however, we are also considering applications for future opportunities as they arise.

Physical And Mental Requirements

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Opportunity Statement

Concentrix is committed to equal employment opportunity and does not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other category protected by provincial human rights legislation.

Reasonable Accommodation Statement

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [e-mail]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence (AI)

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization

Only qualified applicants who are legally authorized to work in Canada will be considered.