Join Our Team as a Part-Time Help Desk Support Specialist and Make a Difference in Customer Service
We are seeking a highly skilled and customer-focused Sr. Advisor I, Customer Service to join our team as a part-time Help Desk Support Specialist. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients via inbound calls, outbound calls, and online channels. This is a unique opportunity to work from home on a part-time schedule, Monday to Friday, 8:00 am - 12:00 pm, with training days from Monday to Friday, 8:00 am - 5:00 pm for four weeks.
About Us
Concentrix is a leading global provider of customer experience management solutions. We help businesses build stronger relationships with their customers through innovative technology, data-driven insights, and exceptional customer service. Our team is passionate about delivering outstanding experiences that exceed our clients' expectations. We value diversity, inclusivity, and a culture of respect, and we are committed to providing equal opportunities to all employees and applicants.
Key Responsibilities
As a Sr. Advisor I, Customer Service - Help Desk Support Specialist, your primary responsibilities will include:
- Accepting and responding to inbound requests via phone, chat, email, and ticket queues in a timely and professional manner.
- Recording and processing incidents and service requests according to process specifications.
- Communicating with users to understand issues and providing known solutions or escalating to downstream support groups as needed.
- Documenting and resolving incidents according to process specifications.
- Forwarding incidents that cannot be resolved to downstream support groups according to process specifications.
- Initiating escalations according to process specifications.
- Collaborating with team members via Skype/Lync/Circuit/MS Teams to ensure seamless support.
- Assisting with training and supporting fellow agents.
- Maintaining an average expected time on task between 4 to 12 minutes.
- Achieving an expected resolution rate between 70% - 90%.
- Participating in on-call rotation with other admins as necessary.
Requirements
Essential Qualifications
To be successful in this role, you will need:
- 1-2 years of work experience in an IT-related field.
- Experience in a Service Desk or Deskside environment preferred.
- Experience in customer service, ideally gained in a customer-facing environment.
- Experience with IIQ request systems.
- Experience navigating OKTA admin and Symantec Credential ID platforms.
- Experience working with Financial, Casualty, or Insurance entities with a dedicated focus on time-sensitive incident resolutions.
- English proficiency in both verbal and written form.
- Cultural sensitivity and appreciation for cultural differences.
Preferred Qualifications
The following qualifications are preferred:
- A+, Network, HDI, and/or Microsoft certifications.
- ITIL v3 certification.
Technical Skills
You will need to have knowledge of the following computer technologies:
- Windows Client.
- Microsoft Outlook.
- Microsoft Office (Word, Excel, PowerPoint).
- Diverse browser support experience (Internet Explorer, Chrome, & Firefox).
- PC hardware and mobile devices troubleshooting.
- Corporate network and network printer support experience.
- Terminal emulation for mainframe (Rumba) support experience.
- Fundamental knowledge of the Windows Active Directory and domain concept.
- Fundamental knowledge of CitrixDirector, and VM Ware environments.
- General knowledge of Microsoft Exchange.
- Experience with command line scripting a plus.
Soft Skills Profile
To excel in this role, you will need to possess the following soft skills:
- Professionalism at all times, assertiveness, and accountability.
- Good timekeeping, flexibility, drive, enthusiasm, initiative, commitment, and self-motivation.
- Respect for colleagues and a desire to learn.
- Effective communication skills, with the ability to communicate with corporate customers of different technical expertise, peers, and all levels of management.
- Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures.
- Ability to work well under pressure, set priorities, and make quick decisions.
Work Environment and Benefits
This is a part-time work-from-home opportunity, Monday to Friday, 8:00 am - 12:00 pm. You will need to train on-site for four weeks, Monday to Friday, 8:00 am - 5:00 pm. We offer a competitive compensation package, including:
- Part-time schedule with flexible hours.
- Opportunity to work from home.
- Comprehensive training program.
- Ongoing support and development opportunities.
- Recognition and rewards for outstanding performance.
How to Apply
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please click the link below to submit your application.
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Concentrix is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. We are committed to providing equal opportunities to all employees and applicants.
EEO Rights and Affirmative Action Plan
For more information regarding your EEO rights as an applicant, please visit the following websites:
To request a reasonable accommodation, please click here. If you wish to review the Affirmative Action Plan, please click here.
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