San Isidro ATC ES

Concentrix; Lima Metropolitana; On-site; PEN 67,000 - 100,000; Full time

Job summary

Concentrix in Lima, Peru is seeking an Advisor I, Technical Support to respond to basic and routine inquiries of a technical nature, including hardware and software, to help external users of the client’s products. The role emphasizes problem solving, documentation, and meeting service targets.

The position requires an Associate’s Degree in a related technical discipline and relevant certifications, with the ability to troubleshoot and communicate clearly with customers.

Qualifications

• Associate’s degree in a technical discipline and related certification preferred.
• Relevant technical expertise in hardware, software, networking, data storage, and troubleshooting.
• Strong problem solving and ability to learn quickly.

Responsibilities

• Assist external users of the client's technical products; identify and resolve questions and problems.
• Troubleshoot basic and routine customer issues; hardware, software, networking, or other products.
• Follow escalation path and perform required follow-up calls as needed.
• Document work clearly and maintain accurate accounts.
• Contribute to activities to improve customer satisfaction and performance.

Skills

Troubleshooting

Hardware

Software

Networking

Customer support tools

Education

Associate’s Degree in related technical discipline

Tools

Troubleshooting

Job description

Job Title: San Isidro ATC ES Job Description The Advisor I, Technical Support responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.

Essential Functions/Core Responsibilities

• Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Clarify customer requirements; probe for understanding
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance

Candidate Profile

• Associate’s Degree in related technical discipline with six years of related technical experience preferred
• Achieve and maintain recognized and applicable technical certification(s)
• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)
• Working knowledge of client technical systems
• Courteous with strong customer service orientation
• Ability to effectively communicate, both written and verbally
• Ability to learn including strong problem solving skills
• Dependable with proficient attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Ability to work as a team member, as well as independently with minimal supervision
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Able to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required

Career Framework Role Has program required basic skillset to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels .

Location: PER Lima - Avenida El Camino Real N195 Calle Santa Luisa Language Requirements: English (Required) Time Type: 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

Mission

Hi, we're Concentrix.

Company Overview

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.