About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands. We create better experiences for customers and for our staff, focusing on innovation, diversity, and professional growth in a dynamic remote-first environment.
Job Description
We are seeking a dedicated and enthusiastic Virtual Help Desk Assistant to join our growing remote team. This part-time role offers flexible hours and is perfect for individuals passionate about providing exceptional customer support and technical assistance from the comfort of their home. As a Virtual Help Desk Assistant, you will be the first point of contact for users experiencing technical issues or needing assistance, ensuring smooth and efficient resolution of their inquiries.
Key Responsibilities
- Provide first-level technical support and customer service via chat, email, and phone for a diverse user base.
- Troubleshoot and resolve common technical issues related to software, hardware, and network connectivity.
- Escalate complex problems to senior support staff when necessary, ensuring clear and detailed handovers.
- Document all interactions, issues, and resolutions accurately in the help desk ticketing system.
- Assist users with account management, password resets, and basic software navigation.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Contribute to the development and maintenance of a comprehensive knowledge base.
- Stay updated on product changes and support procedures.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong problem-solving and analytical abilities.
- Proficiency in using help desk software and remote support tools.
- Basic understanding of computer systems, operating systems (Windows/macOS), and common software applications.
- Ability to work independently and manage time effectively in a remote environment.
- Customer-centric approach with a positive and patient attitude.
- Reliable internet connection and a quiet home office setup.
Preferred Qualifications
- Previous experience (1+ year) in a virtual help desk, technical support, or customer service role.
- Familiarity with CRM systems (e.g., Salesforce, Zendesk) and IT service management (ITSM) best practices.
- Experience with remote collaboration tools (e.g., Microsoft Teams, Slack).
- Certification in IT support (e.g., CompTIA A+).
- Multilingual abilities (e.g., Afrikaans, Xhosa) are a plus.
Perks & Benefits
- Competitive hourly wage.
- Fully remote work model with flexible part-time hours.
- Opportunities for professional development and skill enhancement.
- Supportive team environment.
- Access to a global network of professionals.
- Potential for growth into full-time or specialized roles.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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