Customer Service / Tech Support Rep – Tech Products

Responsibilities

• Serve as the primary support voice for the client, answering questions about products and services while delivering courteous customer service, troubleshooting, and technical assistance
• Handle inbound customer support using a structured call flow guide
• Diagnose and resolve technical issues related to hardware, software, and client products
• Track, document, and retrieve information in databases
• Demonstrate strong problem-solving abilities
• Maintain broad knowledge of client products and services, including smartphones, tablets, computers, and wearables; familiarity with iOS and/or macOS or comparable technology is preferred
• Provide professional customer experiences with a positive, helpful attitude

Requirements

• 1+ year of customer service experience
• High School Diploma or GED
• Strong focus on building customer relationships
• Comfortable using and explaining technology
• Quiet, distraction-free home workspace
• Ability to multitask in a fast-paced environment with strong problem solving skills
• Eagerness to learn new technologies
• Proven problem-solving ability with the capacity to ask probing questions to reach resolution
• Strong computer navigation skills and PC knowledge
• Availability to work 8:00 am to 11:30 pm EST, Monday through Sunday; schedule rotates every 3 months based on performance
• Desktop or laptop for PC and internet testing; employer-provided work computer
• High-speed internet (no wireless/hotspots or satellite) and a smartphone with at least 10 Mbps upload and 10 Mbps download
• Residence in the United States with a valid U.S. address

Benefits

• Base pay of $17.31 per hour, with actual wages varying by location, qualifications, and experience; benefits for eligible employees include medical, dental, and vision coverage, EAP, 401(k), paid time off and holidays, and paid training days
• DailyPay option to access earnings early
• Paid training plus performance-based incentives
• Lucrative employee referral bonus opportunities
• Networking groups such as Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Neurodiversity, Women in Tech, OneEarth Champions, and more
• Health and wellness programs with partnered providers
• Mentorship programs to support career development
• Work-from-home convenience
• Programs and events promoting diversity, equity, inclusion, global citizenship, sustainability, and community support
• Cultural celebrations and recognition events including Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Cleanup Day, #MyOneEarthPromise, and more