About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving customer satisfaction and business growth for some of the world’s best brands. With a presence in over 40 countries, we deliver end-to-end capabilities, including CX design, digital self-service, omnichannel support, and advanced analytics. Our mission is to create exceptional experiences for our clients and their customers, fostering loyalty and driving performance.
Job Description
We are seeking a dedicated and professional Technical Liaison to join our B2B Support team in Windsor, Ontario. In this pivotal role, you will be the primary point of contact for our business clients, providing expert technical support, resolving complex issues, and ensuring seamless service delivery. You will bridge the gap between clients and internal technical teams, translating technical jargon into understandable solutions and advocating for client needs to drive product and service improvements. This role requires a blend of strong technical acumen, exceptional communication skills, and a proactive approach to problem-solving. If you are passionate about technology and customer success, and thrive in a dynamic, professional environment, we encourage you to apply.
Key Responsibilities
- Serve as the primary technical point of contact for B2B clients, managing inquiries and issues from inception to resolution.
- Diagnose and troubleshoot complex technical problems related to Concentrix's services and solutions, escalating to specialized teams when necessary.
- Communicate technical information clearly and concisely to non-technical stakeholders, ensuring client understanding and satisfaction.
- Proactively identify potential issues and implement preventative measures to maintain service continuity and client success.
- Collaborate with product development, engineering, and service delivery teams to represent client feedback and drive enhancements.
- Document all client interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Conduct client training sessions and workshops on product features and best practices.
- Stay current with industry trends, technological advancements, and Concentrix's evolving product portfolio.
- Contribute to the creation and maintenance of knowledge base articles and support documentation.
Required Skills
- Proven experience in a B2B technical support or client-facing technical role.
- Strong understanding of IT systems, networking, and software applications.
- Excellent problem-solving and analytical skills, with a keen attention to detail.
- Superior verbal and written communication skills, capable of explaining complex technical concepts clearly.
- Ability to manage multiple priorities and work effectively under pressure.
- Proficiency with CRM software and ticketing systems.
- Customer-centric mindset with a commitment to delivering exceptional service.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Relevant certifications (e.g., CompTIA A+, Network+, ITIL).
- Experience with cloud-based platforms and SaaS solutions.
- Familiarity with project management methodologies.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday benefits.
- Opportunities for professional development and career advancement.
- Access to cutting-edge technology and training programs.
- Employee assistance program.
- Vibrant and inclusive company culture.
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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