About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving over $6 billion in annual revenue. We create better business outcomes and differentiate brands through technology-infused CX solutions. We serve over 100 Fortune Global 500 clients and 125 clients in the technology sector, across more than 40 countries and with operations in 6 continents. Join our dynamic team in Hamilton and become part of a culture that thrives on innovation, collaboration, and exceptional service delivery.
Job Description
We are seeking a dedicated and technically proficient Software Support Specialist to join our Concentrix Tech Vertical team in Hamilton, New Zealand. In this role, you will be the primary point of contact for clients using our proprietary software solutions, providing expert technical assistance, troubleshooting complex issues, and ensuring a seamless user experience. You will work within a fast-paced environment, collaborating with development teams and account managers to resolve technical challenges and contribute to product improvement. This is an excellent opportunity for an individual with a strong passion for technology and a commitment to customer satisfaction to grow their career within a global leader.
Key Responsibilities
- Provide first-line and second-line technical support for Concentrix's software products via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex software and system issues, escalating to higher-tier support or development teams when necessary.
- Document all client interactions, technical issues, and resolutions accurately in the CRM system.
- Collaborate with product development and QA teams to identify and address software bugs and propose enhancements.
- Create and maintain knowledge base articles, FAQs, and support documentation for both internal and external use.
- Conduct remote diagnostic sessions and guide users through problem-solving steps.
- Participate in on-call rotation schedules as required to ensure 24/7 client support for critical issues.
Required Skills
- Minimum 1 year of experience in a software support or technical helpdesk role.
- Proficiency in troubleshooting software applications and understanding of SaaS models.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent verbal and written communication skills in English.
- Ability to work independently and as part of a team in a fast-paced environment.
- Familiarity with CRM systems (e.g., Salesforce, Zendesk) and IT Service Management (ITSM) tools.
- Basic understanding of database concepts (SQL) and web technologies (HTML, CSS, JavaScript).
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with specific programming languages (e.g., Python, Java) for basic script analysis.
- ITIL Foundation certification.
- Experience supporting enterprise-level software solutions.
- Knowledge of cloud platforms (AWS, Azure, GCP).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Opportunities for professional development and career advancement.
- Access to cutting-edge technology and training programs.
- A vibrant and inclusive company culture.
- Employee assistance programs and wellness initiatives.
- Modern office facilities with collaborative workspaces.
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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