Candidate should have 3 to 5 years of experience in technical support, customer support. Strong analytical and troubleshooting capability across hardware and software environments
Required Hardware skills/ basic knowledge- Screens/ Displays, Switches, Media player, Cables/ wires.
Required Software skills/ basic knowledge-IP, Gateway, Network, DNS, OS installation, POS file, CMS, Linux, Ubuntu
Immediate Joiner Preferred
Excellent written and verbal communication skills in English.
Role & Responsibilities
- Act as the primary technical escalation point from L1 or field resources.
- Manage complex troubleshooting and coordinate with L3 or vendor teams as needed.
- Provide structured communication and ownership through to case closure.
- Use defined tools, knowledge bases, and system access to support customers and technicians effectively.
- Handle inbound and outbound interactions via phone, email, and case/ticket updates
- Ensure consistent daily ticket progression with clear, updated notes and actions.
- Provide professional and concise communication of resolutions to both customers and field technicians.
- Maintain strong ownership of cases until resolved, escalating only when necessary.
- Stay informed of product updates, system changes, and policy revisions.
- Meet or exceed training, certification, and QA standards (including learning modules, coaching feedback, and simulation exercises).
- Partner with the Incident Coordinators to triage and assign incoming cases appropriately.
- Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering when required.
Company Profile
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. We’re human-centered, tech-powered, intelligence-fueled. Everyday we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.
