About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving end-to-end transformation for the world’s best brands. With a presence across multiple industries and geographies, we empower businesses to deliver exceptional customer journeys through innovative technology, data-driven insights, and dedicated talent. Join our dynamic team and be part of a company that values innovation, diversity, and client success.
Job Description
As a Technical Liaison – B2B Support, Professional, you will be the critical link between Concentrix’s B2B clients and our technical support teams. This role demands a professional who can expertly manage client relationships, understand complex technical issues, and ensure seamless resolution. You will serve as a primary point of contact for key client accounts, advocating for their technical needs and ensuring high levels of satisfaction with our support services. Your ability to communicate technical information clearly to non-technical stakeholders and translate client requirements into actionable tasks for our technical teams will be paramount. This is an exciting opportunity for a technically astute individual with strong client management skills to make a significant impact.
Key Responsibilities
- Act as the primary technical point of contact for assigned B2B clients, building and maintaining strong relationships.
- Proactively communicate with clients regarding ongoing technical issues, status updates, and resolutions.
- Translate complex technical problems and solutions into clear, understandable language for client stakeholders.
- Collaborate closely with internal technical support, engineering, and product teams to prioritize and expedite client issues.
- Identify trends in client technical issues and provide feedback to internal teams for product and service improvement.
- Conduct regular client reviews to assess satisfaction, identify potential issues, and propose solutions.
- Manage client expectations regarding incident resolution and service level agreements (SLAs).
- Document all client interactions, technical issues, and resolutions accurately in the CRM system.
- Provide training and guidance to clients on product features and best practices when necessary.
Required Skills
- Minimum of 3 years of experience in a technical support, technical account management, or technical liaison role, specifically in a B2B environment.
- Proven ability to manage client relationships and maintain high levels of customer satisfaction.
- Strong understanding of IT infrastructure, software applications, and common technical troubleshooting methodologies.
- Excellent verbal and written communication skills, with the ability to articulate complex technical concepts clearly.
- Demonstrated problem-solving skills and attention to detail.
- Proficiency with CRM software and ticketing systems.
- Ability to work independently and as part of a cross-functional team.
- Bachelor's degree in Information Technology, Computer Science, or a related technical field, or equivalent practical experience.
Preferred Qualifications
- Experience with cloud platforms (AWS, Azure, GCP) or SaaS solutions.
- Certifications in IT service management (e.g., ITIL Foundation).
- Prior experience working in a Business Process Outsourcing (BPO) environment.
- Master's degree in a relevant technical or business field.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company matching.
- Paid time off and company holidays.
- Life and disability insurance.
- Professional development and career growth opportunities.
- Employee assistance program.
- Modern office environment with collaborative workspaces.
- Commuter benefits.
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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