About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving over $6 billion in annual revenue. We partner with the world’s best brands to deliver exceptional customer journeys, blending human expertise with innovative digital solutions. Our diverse team operates in over 40 countries, dedicated to creating memorable experiences that foster customer loyalty and business growth. Join a company that values innovation, diversity, and client success.
Job Description
We are seeking dedicated and empathetic individuals to join our team as an After-Hours Support Agent. In this critical role, you will provide essential customer support during evening, overnight, and weekend shifts, ensuring our clients and their customers receive timely assistance outside of standard business hours. You will be the frontline for inquiries, technical issues, and general support, utilizing your problem-solving skills and calm demeanor to resolve issues efficiently. This position offers attractive shift differentials to compensate for non-standard working hours.
Key Responsibilities
- Respond to incoming customer inquiries via phone, email, and chat during assigned after-hours shifts.
- Diagnose and troubleshoot basic to intermediate technical issues, guiding customers through resolution steps.
- Provide accurate information regarding products, services, and policies.
- Document all customer interactions, issues, and resolutions thoroughly in the CRM system.
- Escalate complex issues to appropriate internal teams when necessary, ensuring seamless handoffs.
- Maintain a high level of professionalism and customer satisfaction.
- Adhere to established service level agreements (SLAs) and quality standards.
- Identify opportunities for process improvement and contribute to knowledge base articles.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Ability to remain calm and professional in stressful situations.
- Proficiency with basic computer applications and quick adaptability to new software.
- Exceptional active listening skills and empathy for customer needs.
- Availability to work evening, overnight, weekend, and holiday shifts.
- Ability to work independently with minimal supervision.
Preferred Qualifications
- Prior experience in a customer service, call center, or technical support role.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience working in an after-hours or non-standard shift environment.
- High school diploma or equivalent; associate's degree or higher preferred.
- Multilingual capabilities are a plus.
Perks & Benefits
- Competitive base salary with attractive shift differentials.
- Comprehensive health, dental, and vision insurance.
- Paid time off (vacation, sick leave, holidays).
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Employee assistance program.
- A supportive and inclusive work environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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