Senior Manager enhancing customer support operations for Local Government in Australia. Collaborating with various teams to boost service reliability and quality.
About the role
- Customer Service / Technical Support Rep interfacing with customers via calls and web inquiries. Providing support and resolving routine problems for client products and services.
Responsibilities
- You are the point of contact for all technical inquiries about hardware, software, or other designated client products.
- Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
- Clarify customer requirements; probe for understanding; use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
- Prepare complete and accurate work including appropriately notating of accounts as required.
- Maintain broad knowledge of client products, such as: smartphones, tablets, computers, and wearables.
- Deliver expert customer experiences…with a smile.
Requirements
- Candidates must be located within 64km of the Niagara Falls site
- 1 year of customer service experience or equivalent, with a High School diploma or GED
- Effective communication skills in English, both written and verbally
- Familiarity with iOS and/or macOS, or comparable technology, is preferred
- The natural instinct to multitask, be flexible, and the ability to adapt to changes
- The ability to learn including strong problem-solving skills
- Patience in working with customers is second nature for you
- The availability to work during the Hours of Operation: 8:00 am-11:30 pm EST Monday-Sunday
- Your schedule will change every 3 months and is based on performance.
- Proficiency in fast-paced multi-tasking
- Eagerness to learn new technologies
Benefits
- Medical, dental, and vision insurance
- Comprehensive employee assistance program (EAP)
- Registered retirement savings plan
- Paid time off and holidays
- Paid training days
- Opportunity to work from home after 90 days with the possibility of being recalled to the site at any time
- DailyPay enrollment option to access pay "early," when you want it
- Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic (Neurodiversity), Women in Tech, OneEarth Champions, and more
- Health and wellness programs with trained partners to help promote a healthy you
- Mentorship programs that support your rewarding career journey
- A modern, state-of-the-art office setting with advanced technologies and a great team
- Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
- Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
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