Junior Tech Support Advisor

About the role

Concentrix is hiring a Junior Tech Support Advisor in Bogotá, Colombia. The role supports external users of clients' technical products or services by troubleshooting and resolving technical questions and problems, following an escalation path and meeting customer service KPIs.

Key responsibilities

• Assist external users of clients' technical products or services and resolve their questions and problems
• Troubleshoot basic and routine technical issues such as hardware, software and networking
• Follow the appropriate escalation path and make follow-up outbound calls to customers or other parties as needed
• Solve unstructured problems requiring strong conceptual thinking
• Ensure service meets contractual KPIs
• Greet customers courteously, listen to their needs and clarify their requirements
• Prepare complete and accurate work, including accounting entries where required
• Take part in activities aimed at improving customer satisfaction and business performance

Required profile

• Graduate or undergraduate engineering student
• B2 level English
• Minimum of one year of experience
• Technical knowledge of customer support and relevant technical expertise (hardware, software)
• Working knowledge of client technical systems
• Dependable, patient and able to work independently with minimal supervision