Job description
Join Concentrix as a Technical Support Specialist for a premium account based in Quezon City. This full time role is ideal for customer service professionals who love solving technical problems and delivering superior experiences to premium clients. As a primary point of contact, you will assist customers with product usage, account settings, and service related inquiries, guiding them through complex issues with clarity and empathy. You will diagnose technical problems, perform troubleshooting steps, and document all interactions in our CRM to ensure a complete history and seamless handoffs to peers or escalation teams.
You will collaborate with cross functional teams including product, engineering, and quality assurance to resolve escalated issues and contribute to a living knowledge base that benefits customers and colleagues alike. The position offers an opportunity to grow within a global leader in customer experience solutions, with structured onboarding, ongoing training, and clear paths for career advancement. At Concentrix you will be supported by a culture that rewards initiative, quality, and teamwork.
We offer a competitive monthly salary of up to PHP 29,000, with paid training, health coverage eligibility, and performance based incentives. This is a dynamic role for those who are comfortable working in a fast paced environment and who are committed to delivering exceptional service to premium clients. If you are detail oriented, patient, and motivated to learn, apply today and start a rewarding career in tech enabled customer support.
Responsibility
- Provide technical support to premium account customers via phone, chat, and email, ensuring timely and accurate assistance.
- Troubleshoot software, account, and device issues; guide customers through steps to restore functionality and optimize performance.
- Diagnose root causes, document cases in the CRM with clear notes, and track progress until resolution.
- Escalate complex or high priority problems to Tier 2/3 teams with complete context and reproduce steps for quick resolution.
- Maintain high customer satisfaction by communicating clearly, managing expectations, and building rapport with premium clients.
- Collaborate with product, engineering, and QA teams to identify recurring issues and contribute to knowledge base updates.
- Adhere to standard operating procedures, security guidelines, and compliance requirements while supporting customers.
- Meet or exceed key performance indicators such as first contact resolution, average handle time, and customer satisfaction scores.
Qualification
- Minimum high school diploma or equivalent; bachelor's degree preferred.
- 1+ year of experience in technical support, IT helpdesk, or customer service, preferably in a BPO environment.
- Strong written and verbal communication in English; ability to explain technical concepts to non technical users.
- Solid troubleshooting and problem solving skills with a customer centric mindset.
- Experience with CRM and ticketing systems; familiarity with knowledge base platforms.
- Basic IT literacy and willingness to learn new tools and systems.
- Excellent time management, multitasking, and organizational abilities; reliable and detail oriented.
- Team player with a proactive attitude and commitment to delivering high quality service.