Deskripsi Pekerjaan
About the Role
Concentrix is looking for motivated individuals to fill the Technical Support – Premium Account position in our Quezon City site. As a Technical Support Representative, you will provide world‑class assistance to premium customers, handling technical queries via phone, chat, and email. Your primary goal will be to ensure customer satisfaction by delivering accurate, timely solutions and maintaining a deep understanding of our product suite.
Key Responsibilities
- Respond to inbound customer inquiries regarding technical issues with premium account services.
- Diagnose and resolve hardware, software, and network problems using established troubleshooting procedures.
- Document all interactions, issue details, and resolutions in the CRM system for continuous improvement.
- Escalate complex technical issues to Tier 2 support while keeping customers informed.
- Meet individual KPIs such as average handling time, first‑call resolution, and customer satisfaction scores.
- Participate in ongoing training and knowledge‑share sessions to stay updated on product changes.
- Collaborate with team leads and peers to enhance processes and contribute to a positive team culture.
What We’re Looking For
- Graduate of any Bachelor's degree, preferably in Information Technology, Computer Science, or related field (fresh graduates are encouraged to apply).
- Strong verbal and written communication skills in English.
- Basic computer literacy and comfort with troubleshooting tools.
- Ability to work in a rotating shift schedule, including weekends and holidays.
- Customer‑focused mindset with a passion for problem solving.
- Capacity to remain calm under pressure and meet performance targets.
- Experience in a call center or technical support environment is a plus but not required.
Why Concentrix?
We offer competitive compensation (up to ₱29,000 per month), comprehensive training, career development programs, and a supportive work environment. Located in the heart of Quezon City’s UP Ayala Technopark, you’ll enjoy easy access to public transport and a vibrant campus community.
Ready to Start Your Career?
Apply today and become part of a team that values innovation, diversity, and excellence. Take the first step towards a rewarding future in technical support with Concentrix!
Tanggung Jawab
- Respond to inbound customer inquiries regarding technical issues with premium account services.
- Diagnose and resolve hardware, software, and network problems using established troubleshooting procedures.
- Document all interactions, issue details, and resolutions in the CRM system for continuous improvement.
- Escalate complex technical issues to Tier 2 support while keeping customers informed.
- Meet individual KPIs such as average handling time, first‑call resolution, and customer satisfaction scores.
- Participate in ongoing training and knowledge‑share sessions to stay updated on product changes.
- Collaborate with team leads and peers to enhance processes and contribute to a positive team culture.
Kualifikasi
- Graduate of any Bachelor's degree, preferably in Information Technology, Computer Science, or related field (fresh graduates are encouraged to apply).
- Strong verbal and written communication skills in English.
- Basic computer literacy and comfort with troubleshooting tools.
- Ability to work in a rotating shift schedule, including weekends and holidays.
- Customer‑focused mindset with a passion for problem solving.
- Capacity to remain calm under pressure and meet performance targets.
- Experience in a call center or technical support environment is a plus but not required.