Concentrix Looking for Thane G-Corp – HP (Print-WIN) – Advisor II, Technical Suppor[...]

Concentrix; Thane; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

An established industry player is seeking a Technical Support Associate to provide advanced support for client products. In this dynamic role, you will handle complex customer cases, ensuring that service delivery meets key performance indicators. The ideal candidate will possess strong technical expertise and a customer-first attitude, demonstrating the ability to communicate effectively and solve problems independently. Join a forward-thinking team where your contributions will directly enhance customer satisfaction and business performance. This is an exciting opportunity for those looking to grow their technical skills in a supportive environment.

Qualifications

• Associates Degree preferred with 1-3 years of technical experience.
• Achieve and maintain recognized technical certifications.

Responsibilities

• Provide advanced technical support for escalated customer cases.
• Identify and resolve user questions regarding hardware and software.

Skills

Technical Support

Customer Service

Problem Solving

Technical Troubleshooting

Communication Skills

Education

Associates Degree in related technical discipline

Tools

Call Tracking Database

Job description

Job Title:
Thane G-Corp – HP (Print-WIN) – Advisor II, Technical Support

Job Description

The Technical Support Associate III provides advanced technical support for designated client products. This position handles escalated or complex customer cases for external/internal users of a client’s products or services.

Essential Functions/Core Responsibilities

1. Provide advanced technical support by handling escalated or complex customer cases, while under minimal supervision.
2. Identify, investigate, research and provide resolution on user questions and problems; including hardware, software, networking, or other designated client products.
3. Extensive knowledge of the organization, products, and/or services is required.
4. Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed.
5. Solve problems that are generally unstructured and require extensive use of conceptual thinking skills.
6. Provide subject matter expertise in area of assignment; serve as a resource to other support personnel.
7. Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs).
8. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
9. Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
10. Clarify customer requirements; probe for understanding.
11. Prepare complete and accurate work including appropriately notating accounts as required.
12. Participate in activities designed to improve customer satisfaction and business performance.
13. Log all incoming calls and accurately complete case notes in the call tracking database.

Candidate Profile

1. Associates Degree in related technical discipline with one to three years of related technical experience preferred.
2. Achieve and maintain recognized and applicable technical certification(s).
3. Extensive technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales).
4. In-depth knowledge of client technical systems.
5. Courteous with strong customer service orientation.
6. Ability to effectively communicate, both written and verbally.
7. Dependable with proficient attention to detail.
8. Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
9. Ability to work as a team member, as well as independently with minimal supervision.
10. Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner.
11. Able to rotate shifts, as needed.
12. Based on location and/or program, additional experience/skills may be required.
13. Job requirements may vary by country and will not contravene any local laws.

Career Framework Role

Has program required advanced proficiency and program/product specific knowledge. Works with limited supervision within established procedures and practices (wide latitude for independent judgment). Demonstrates proficiency in client language, country and company culture, operating standards and procedures. Has demonstrated sustained performance by achieving 85% or greater scorecard attainment for a minimum of six months at the intermediate level. Scorecard – this is different than MtM given that the MtM focuses on Client’s needs and may contain some debatable goals. Has demonstrated consistent attendance by coming into work for 90% of their originally scheduled hours during the same performance period. Does not have any outstanding disciplinary issues. Has mastery of all program call types (basic & complex), typically handling escalation queues. Demonstrates mastery of required behaviors/competencies. Client feedback if relevant must be favorable for progression to this level. Opportunity to progress here is dependent on business needs.

Location:
India Thane – G-Corp, Maharashtra

Time Type:
Full time