Technical Support Representative (On-Site) at CNX

📍 Job Overview

Job Title: Technical Support Representative (On-Site)
Company: CNX
Location: Belleville, ON, Canada
Job Type: On-Site, Full-Time
Category: Customer Support, Technical Support
Date Posted: 2025-06-24
Experience Level: Entry-Level (0-2 years)
Remote Status: On-Site

🚀 Role Summary

Provide exceptional customer support and technical assistance to clients via inbound/outbound calls and web interactions.
Troubleshoot and resolve routine software and hardware issues, ensuring customer satisfaction and understanding.
Collaborate with a diverse, global team in a dynamic and inclusive work environment.
📝 Enhancement Note: This role offers an excellent entry point into the customer support and technical assistance field, with opportunities for career growth and development within the company.

💻 Primary Responsibilities

Customer Interaction: Greet customers professionally, actively listen to their concerns, and provide clear, concise solutions.
Troubleshooting: Diagnose and resolve technical issues related to software applications, operating systems, and hardware using appropriate tools and resources.
Case Management: Effectively manage customer cases, ensuring timely resolution and follow-up.
Customer Satisfaction: Ensure customers feel valued and understood, delivering top-tier customer experiences with a smile.
📝 Enhancement Note: This role requires strong problem-solving skills, excellent communication, and the ability to work well under pressure. Prior experience in customer support or a related field is beneficial but not always required.

🎓 Skills & Qualifications

Education: High school diploma or equivalent required. Relevant post-secondary education is a plus but not required.

Experience: At least 1 year of experience in technical support or a related field preferred but not required.

Required Skills:

Excellent written and verbal communication skills in English
Strong problem-solving and troubleshooting skills
Ability to multitask and work under pressure
Proficiency in using client tools for troubleshooting
Familiarity with software applications, operating systems, and hardware
📝 Enhancement Note: Candidates with experience in case management, customer service, or a related field will have a strong advantage.

Preferred Skills:

Experience with customer relationship management (CRM) software
Familiarity with hardware and software troubleshooting procedures
Knowledge of customer service best practices and standards
Ability to work flexible hours, including evenings and weekends

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on customer support and technical assistance, a portfolio is not typically required. However, candidates with relevant projects or case studies demonstrating their problem-solving skills and customer service experience may have an advantage.

💵 Compensation & Benefits

Salary Range: $22 per hour (plus incentives based on individual and company performance). Actual salaries may vary based on work location, qualifications, skills, education, experience, and competencies.

Benefits:

Medical, dental, and vision insurance
Comprehensive employee assistance program (EAP)
Registered retirement savings plan (RRSP)
Paid time off and holidays
Paid training (4 weeks of classroom training and 4 weeks of on-the-job training)
Performance-based incentives (potential to earn up to $120 US based on performance and attendance)
Lucrative employee referral bonus opportunities
Health and wellness programs with trained partners
Mentorship programs that support career growth and development

Working Hours: Full-time, 7 days per week, 6:00 AM - 10:00 PM EST

🎯 Team & Company Context

🏢 Company Culture

Industry: Concentrix is a global business services company specializing in customer care, customer experience, and business process optimization. They serve clients in various industries, including technology, healthcare, financial services, and retail.

Company Size: Concentrix is a large company with over 440,000 employees worldwide, providing ample opportunities for career growth and development.

Founded: 1989, with a rich history of providing exceptional customer experiences and innovative business solutions.

Team Structure:

Concentrix operates with a decentralized team structure, allowing for close collaboration and communication between team members and management.
The technical support team consists of dedicated customer support representatives, team leads, and managers, all working together to ensure customer satisfaction and technical issue resolution.

Development Methodology:

Concentrix follows a structured, customer-focused approach to problem-solving and issue resolution.
The company emphasizes continuous learning and improvement, with regular training and development opportunities for all team members.

Company Website: https://www.concentrix.com/

📝 Enhancement Note: Concentrix fosters a diverse, inclusive, and people-first culture, with a strong focus on employee growth and development. The company's commitment to exceptional customer experiences and continuous improvement makes it an attractive place for customer support and technical assistance professionals.

📈 Career & Growth Analysis

Web Technology Career Level: Entry-level to intermediate, with opportunities for career progression and development.

Reporting Structure: Technical Support Representatives report directly to Team Leads, who in turn report to the Site Director or equivalent.

Technical Impact: This role has a direct impact on customer satisfaction and technical issue resolution, contributing to the overall success of the company's client relationships.

Growth Opportunities:

Career Progression: Concentrix offers clear career paths for technical support representatives, with opportunities to advance to team lead, management, or specialized roles within the company.
Technical Skill Development: The company provides ongoing training and development opportunities, allowing team members to expand their skills and knowledge in customer support, technical assistance, and related fields.
Leadership and Mentorship: Concentrix encourages employees to develop their leadership skills through mentorship programs and internal promotions, fostering a culture of growth and development.

📝 Enhancement Note: Concentrix's commitment to employee growth and development, combined with its diverse and inclusive culture, makes it an ideal place for customer support and technical assistance professionals seeking to advance their careers.

🌐 Work Environment

Office Type: On-site, with a modern and collaborative workspace designed to support team interaction and communication.

Office Location(s): Belleville, ON, Canada

Workspace Context:

Collaboration: The workspace is designed to encourage close collaboration and communication between team members, with open workspaces and shared resources.
Technology: Concentrix provides its team members with the necessary tools and technology to perform their jobs effectively, including computers, headsets, and relevant software applications.
Team Interaction: The company fosters a culture of teamwork and collaboration, with regular team meetings, training sessions, and social events.

Work Schedule: Full-time, with flexible scheduling options to accommodate team members' needs and preferences.

📝 Enhancement Note: Concentrix's on-site work environment is designed to support collaboration, communication, and teamwork, providing an ideal setting for customer support and technical assistance professionals to excel in their roles.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills, customer focus, and problem-solving abilities.
In-depth Interview: A more comprehensive interview to discuss technical skills, customer service experience, and cultural fit.
Skills Assessment: A hands-on assessment of troubleshooting, problem-solving, and customer service skills.
Final Interview: A meeting with the hiring manager or site director to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips: Not applicable, as this role does not require a portfolio.

Technical Challenge Preparation:

Brush up on troubleshooting and problem-solving skills, with a focus on software applications, operating systems, and hardware.
Familiarize yourself with Concentrix's customer-focused approach to technical support and assistance.
Prepare examples of your customer service experience and problem-solving skills, highlighting your ability to work well under pressure and maintain a positive attitude.

ATS Keywords: Customer Support, Technical Support, Troubleshooting, Problem Solving, Customer Service, Communication, Teamwork, Collaboration, Customer Focus, On-Site, Full-Time, Entry-Level, Career Growth, Training, Development, Customer Experience

📝 Enhancement Note: Concentrix values candidates who demonstrate strong problem-solving skills, excellent communication, and a customer-focused attitude. By preparing for the interview process with these qualities in mind, candidates can increase their chances of success.

🛠 Technology Stack & Web Infrastructure

Customer Relationship Management (CRM) Software: Concentrix uses CRM software to manage customer interactions, track issues, and ensure timely resolution. Familiarity with CRM software is preferred but not required.

Troubleshooting Tools: The company provides its team members with the necessary tools and resources to diagnose and resolve technical issues effectively.

📝 Enhancement Note: As this role focuses on customer support and technical assistance, the technology stack is not as critical as in other web development or server administration roles. However, familiarity with relevant troubleshooting tools and CRM software is beneficial.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Concentrix places a strong emphasis on customer satisfaction and ensuring that customers feel valued and understood.
Problem Solving: The company values team members who can effectively diagnose and resolve technical issues, contributing to customer satisfaction and retention.
Collaboration: Concentrix fosters a culture of teamwork and collaboration, with a strong emphasis on supporting and learning from one another.
Continuous Learning: The company encourages its team members to continuously develop their skills and knowledge, contributing to their personal and professional growth.

Collaboration Style:

Cross-Functional Integration: Concentrix encourages close collaboration between customer support representatives, team leads, and other departments to ensure customer satisfaction and technical issue resolution.
Code Review Culture: As this role focuses on customer support and technical assistance, code review culture is not applicable.
Knowledge Sharing: The company fostures a culture of knowledge sharing and continuous learning, with regular training sessions and team meetings to discuss best practices and industry trends.

📝 Enhancement Note: Concentrix's customer-focused culture, combined with its emphasis on collaboration, continuous learning, and problem-solving, makes it an ideal place for customer support and technical assistance professionals to grow and develop their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Technical Support Representatives may face a high volume of customer inquiries, requiring strong multitasking and time management skills.
Complex Technical Issues: Some customers may present complex technical issues that require advanced troubleshooting and problem-solving skills.
Customer Expectations: Customers may have high expectations for issue resolution, requiring strong communication and customer service skills to manage their expectations and ensure satisfaction.

Learning & Development Opportunities:

Career Progression: Concentrix offers clear career paths for technical support representatives, with opportunities to advance to team lead, management, or specialized roles within the company.
Technical Skill Development: The company provides ongoing training and development opportunities, allowing team members to expand their skills and knowledge in customer support, technical assistance, and related fields.
Leadership and Mentorship: Concentrix encourages employees to develop their leadership skills through mentorship programs and internal promotions, fostering a culture of growth and development.

📝 Enhancement Note: Concentrix's commitment to employee growth and development, combined with its diverse and inclusive culture, makes it an ideal place for customer support and technical assistance professionals seeking to advance their careers and take on new challenges.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your experience with troubleshooting software applications, operating systems, and hardware, with a focus on customer service and communication.
Problem-Solving Strategies: Demonstrate your ability to analyze and resolve complex technical issues, with a focus on customer satisfaction and retention.
Customer Service Skills: Highlight your ability to communicate effectively with customers, manage their expectations, and ensure their satisfaction with the resolution process.

Company & Culture Questions:

Company Values: Demonstrate your understanding of Concentrix's customer-focused culture, commitment to continuous learning, and emphasis on collaboration and teamwork.
Team Dynamics: Discuss your experience working in a team environment, with a focus on supporting and learning from your colleagues.
Career Growth: Express your interest in career growth and development opportunities within the company, with a focus on technical skill development and leadership roles.

Portfolio Presentation Strategy: Not applicable, as this role does not require a portfolio.

📝 Enhancement Note: Concentrix values candidates who demonstrate strong problem-solving skills, excellent communication, and a customer-focused attitude. By preparing for the interview process with these qualities in mind, candidates can increase their chances of success.

📌 Application Steps

To apply for this Technical Support Representative (On-Site) position at Concentrix:

Resume Optimization: Tailor your resume to highlight your customer service experience, problem-solving skills, and technical proficiency, with a focus on relevant keywords and industry-specific terms.
Portfolio Preparation: Although not required, candidates with relevant projects or case studies demonstrating their problem-solving skills and customer service experience may have an advantage.
Interview Preparation: Familiarize yourself with Concentrix's customer-focused culture, commitment to continuous learning, and emphasis on collaboration and teamwork. Prepare examples of your customer service experience and problem-solving skills, highlighting your ability to work well under pressure and maintain a positive attitude.
Company Research: Thoroughly research Concentrix, its industry, and the role of a Technical Support Representative to ensure a strong understanding of the company's culture, values, and expectations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Representative (On-Site)