About the Company
Concentrix is a global leader in customer experience (CX) solutions and technology, driving CX transformation for the world’s best brands. With a presence in over 40 countries, we provide innovative managed services and solutions that help businesses connect with their customers, streamline operations, and achieve their strategic objectives. Join a dynamic team where your contributions are valued, and growth opportunities abound.
Job Description
We are seeking a dedicated and enthusiastic Tier 1 Support Specialist to join our Managed Services team in Calgary. In this role, you will be the first point of contact for our clients, providing essential technical support and excellent customer service. You will troubleshoot basic technical issues, escalate complex problems, and ensure our clients receive prompt and effective resolutions. This is an excellent opportunity for individuals looking to start or advance their career in IT support within a fast-paced and supportive environment.
Key Responsibilities
- Provide first-level technical support and problem resolution to end-users via phone, email, and chat.
- Log, track, and manage all support requests in the ticketing system, ensuring accurate documentation.
- Diagnose and resolve common hardware and software issues, including operating systems, applications, and network connectivity.
- Escalate complex or unresolved issues to Tier 2 support or appropriate teams, ensuring smooth transitions and follow-up.
- Assist users with account management, password resets, and access issues.
- Educate users on best practices and self-service options to prevent future issues.
- Maintain a high level of customer satisfaction through professional and courteous communication.
- Adhere to established service level agreements (SLAs) and operational procedures.
- Participate in ongoing training and development to stay current with technology and service offerings.
Required Skills
- Strong communication and interpersonal skills, both written and verbal.
- Basic understanding of IT systems, networks, and common software applications.
- Proficiency with Windows operating systems and Microsoft Office Suite.
- Ability to diagnose and troubleshoot basic technical issues effectively.
- Excellent problem-solving and analytical skills.
- Customer-focused mindset with a commitment to providing exceptional service.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Previous experience in a help desk or technical support role (e.g., 1+ year).
- IT-related certification (e.g., CompTIA A+, Microsoft Certified Professional).
- Familiarity with IT Service Management (ITSM) tools and processes.
- Experience with remote support tools.
- Knowledge of various mobile operating systems (iOS, Android).
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- Employee assistance program.
- Opportunities for career advancement and professional development.
- Access to training resources and certification programs.
- Collaborative and supportive work environment.
- Employee recognition programs.
- Modern office facilities with amenities.
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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