Advisor I, Technical Support

Overview

Advisor I, Technical Support at Concentrix formed to provide customer service support and resolution of routine problems regarding client products or services. The role interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements.

Essential Functions / Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs).
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
• Maintain basic knowledge of client products and / or services.
• Prepare complete and accurate work including appropriately notating accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and / or services.
• Track, document and retrieve information in call tracking database.
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.

Candidate Profile / Qualifications

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE :

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location

MYS Kuala Lumpur Nu Tower 2

Employment type

Full-time

Job function

Business Development and Sales

Industries

IT Services and IT Consulting

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