Customer Service / Technical Support Representative (Hybrid)

Concentrix; Niagara Falls; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading customer service provider in Niagara Falls is looking for a Customer Service / Technical Support Representative. This role involves assisting customers via phone and resolving their technical inquiries while offering a base salary of $19.50/hr and a range of benefits including medical insurance and paid time off. The position may allow work from home after training. Strong communication skills and customer service experience are required.

Benefits

Medical, dental, and vision insurance

Paid time off and holidays

Paid training days

Company networking opportunities

Health and wellness programs

Mentorship programs

DailyPay enrollment option

Qualifications

• 1 year of customer service experience or equivalent.
• Must live within 64 KM from the Niagara Falls location.
• Proficiency in fast-paced multi-tasking.
• Availability to work during the Hours of Operation: 8:00 am – 11:30 pm EST.

Responsibilities

• Point of contact for all technical inquiries about client products.
• Greet and assist customers in a courteous manner.
• Clarify customer requirements and resolve issues efficiently.
• Maintain knowledge of client products, including smartphones and tablets.

Skills

Effective communication skills

Multitasking ability

Problem-solving skills

Customer patience

Adaptability

Familiarity with iOS and/or macOS

Education

High School diploma or GED

Job description

Overview

The Customer Service / Technical Support Representative interfaces with customers via inbound / outbound calls and / or via the Internet. This position provides customer service support and resolution of routine problems and questions regarding client products and / or services. (Military veterans encouraged to apply.)

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.

Your Qualifications

• Must live within 64 KM from the Niagara Falls 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.
• Familiarity with iOS and / or macOS, or comparable technology, is preferred.
• The natural instinct to multitask, be flexible, and the ability to adapt to changes.
• The 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.
• Proficiency in fast-paced multi-tasking.
• Eagerness to learn new technologies.

What’s in It for You

One of our company’s Culture Beliefs says, “We champion our people.” We invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. In this role, you’ll also be provided with:

• The base salary for this position is $19.50 / hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Benefits include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), registered retirement savings plan, paid time off and holidays, and paid training days. Applications are accepted on an ongoing basis.
• Opportunity to work from home after 90 days with the possibility of being recalled to the site at any time.
• DailyPay enrollment option to access pay "early" when you want it.
• Company networking opportunities with organized groups in topics such as 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 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 supporting diversity, equity, inclusion, global citizenship, sustainability, and community support.
• Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more.

Details

Location: CAN Niagara Falls - 6840 McLeod Road, Unit 5

Language Requirements:

Time Type: Full time