Technical Support Representative (Remote)

Concentrix; Waterloo; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading customer service provider is seeking a Remote Technical Support Representative in the Region of Waterloo, Canada. This role involves providing exceptional customer service and resolving technical issues related to various products. Ideal candidates have at least one year of experience in customer service and a strong proficiency in technology. The pay rate is $19.50/hr, with additional incentives and benefits.

Benefits

Medical, dental, and vision insurance

Paid time off and holidays

Employee referral bonuses

Qualifications

• 1+ year of customer service experience.
• Comfortable using and explaining technology.
• A quiet, distraction-free environment to work from.

Responsibilities

• Answer questions about products and services.
• Resolve technical issues related to hardware and software.
• Maintain broad knowledge of client products.

Skills

Customer service experience

Problem-solving skills

Technology explanation

Computer navigation skills

Education

High school diploma or GED

Job description

Overview

The Technical Support Representative (Remote) works from home and 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's products and/or services. We accept applications for this position on an ongoing basis. Military veterans are encouraged to apply.

What You Will Do In This Role

• Be the friendly voice of our client, answering questions about products and services while providing world-class customer service, troubleshooting, and technical support
• Provide inbound customer support using a call flow guide
• Resolve technical issues related to hardware, software, and client products
• Track, document, and retrieve information in databases
• Be an amazing problem-solver
• Maintain broad knowledge of client products and/or services, 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

• 1+ year of customer service experience
• A high school diploma or GED
• Strong focus on building customer relationships
• Comfortable using and explaining technology
• A quiet, distraction-free environment to work from in your home
• Proficiency in fast-paced multi-tasking with strong problem solving skills
• Eagerness to learn new technologies
• Strong problem-solving skills with the ability to ask probing questions to come to a resolution
• Strong computer navigation skills and PC knowledge
• Availability to work during the Hours of Operation: 8am-11:30pm EST Monday-Sunday. Your schedule will change every 3 months and is based on performance. (The better you perform, the better your schedule!)
• A desktop or laptop to complete PC and internet testing; a work computer will be provided
• High speed internet (no wireless/hotspots or satellite) and a smartphone (10 Mbps upload, 10 Mbps download)
• Must reside in Canada and have a valid Canadian address for residence

What’s In It For You

• 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 available to eligible employees 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 accepted on an ongoing basis.
• DailyPay enrollment option to access pay early
• Paid training and performance-based incentives
• Lucrative employee referral bonus opportunities
• 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
• Mentorship programs that support your rewarding career journey
• Work-from-home convenience
• 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

Additional Information

Location: CAN, ON, Work-at-Home

Language Requirements:
Time Type:
Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Concentrix is an Equal Opportunity Employer and complies with fair employment practice laws. We are committed to a workplace free from unlawful discrimination and harassment and prohibit the same against employees, applicants or other covered persons. This position may be performed in the following provinces/territories: AB, BC, MB, NB, NL, NS, ON, PE, and SK.

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