About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving customer engagement and business growth for some of the world’s best brands. We create better business outcomes and differentiate our clients’ brands by delivering an integrated CX approach at scale, across more than 40 countries and with a diverse, talented team. Join us in delivering exceptional experiences around the clock.
Job Description
We are seeking dedicated and empathetic After-Hours Support Agents to join our dynamic team in Windsor, Ontario. This role is crucial for providing essential customer support outside of standard business hours, ensuring our clients and their customers receive timely assistance when they need it most. As an After-Hours Support Agent, you will be the first point of contact for inquiries, technical issues, and general support requests, playing a vital role in maintaining high levels of customer satisfaction and operational continuity. Shift differentials are offered for eligible evening, overnight, and weekend shifts.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat during evening, overnight, and weekend shifts.
- Diagnose and resolve customer issues efficiently and accurately, providing clear and concise solutions.
- Escalate complex problems to appropriate internal teams when necessary, ensuring seamless handoffs.
- Document all customer interactions and resolutions thoroughly in our CRM system.
- Maintain a high level of professionalism, empathy, and customer service during all interactions.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development to enhance product knowledge and support skills.
- Collaborate with team members and supervisors to improve overall service delivery.
Required Skills
- Exceptional verbal and written communication skills in English.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Ability to show empathy and patience while assisting customers.
- Proficiency in basic computer applications and navigating multiple systems simultaneously.
- Reliable and able to commit to a flexible schedule, including evenings, overnights, weekends, and holidays.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
- Previous experience in a customer service, call center, or technical support role.
- Familiarity with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- High school diploma or equivalent; post-secondary education is a plus.
- Ability to speak French is considered an asset.
Perks & Benefits
- Competitive hourly wage with attractive shift differentials for after-hours work.
- Comprehensive health, dental, and vision benefits package.
- Paid professional training and continuous learning opportunities.
- Opportunities for career growth and advancement within a global company.
- Supportive and collaborative team environment.
- Employee assistance program.
- On-site amenities and a comfortable work environment.
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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