Advisor II, Technical Support (Hybrid)

CNX

19h•Hybrid

About The Position

The Advisor II, Technical Support engages with customers through inbound and outbound calls and/or online channels. This role is responsible for delivering exceptional customer service and/or technical support by resolving routine inquiries and issues related to client products and services. Concentrix is a global organization that nurtures a people-first, inclusive culture and has been recognized as a “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth.” The company helps well-known brands power a world that works through exceptional customer experiences and tech-powered innovation. Concentrix offers training, technologies, and continuing support, with about 80% of managers and leaders promoted from within, and provides FREE Learning and Leadership Development programs.

Requirements

U.S. Citizenship is required for this role due to client and/or government contract requirements
Employment eligibility will be verified in accordance with federal law (Form I-9)
Strong technical troubleshooting ability (electronics, mechanical systems, or similar)
Ability to diagnose complex issues and follow structured troubleshooting steps
Customer-facing technical support experience
Ability to pass lifetime criminal background check
Proficiency in fast-paced multi-tasking
Eagerness to learn new technologies
Must reside in the United States and have a valid U.S. address for residence

Nice To Haves

Bachelor’s degree in mechanical, Electrical, or Industrial Engineering (or equivalent experience)
Experience with 3D printing or additive manufacturing
Experience with Magics or Netfabb software
Ability to read electrical schematics

Responsibilities

Engage with customers through inbound and outbound calls and/or online channels
Deliver exceptional customer service and/or technical support by resolving routine inquiries and issues related to client products and services
Diagnose and resolve complex hardware and software issues
Interpret technical diagrams and system data
Communicate technical issues clearly to customers
Document and track cases in CRM systems
Coordinate with field engineers for escalations
Contribute to internal knowledge systems
Receive inbound technical support requests
Analyze error codes, logs, and system behavior
Use remote tools and visuals to diagnose issues
Interpret electrical and mechanical diagrams
Attempt remote resolution
Escalate to field engineers when required
Document all cases in CRM
Collaborate with global teams (including Spain-based support)
Deliver expert customer experiences…with a smile

Benefits

The base salary range for this position is $30- 34/hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance
Benefits available to eligible employees in this role include medical, dental, and vision insurance
Comprehensive employee assistance program (EAP)
401(k) retirement plan
Paid time off and holidays
Paid training days
DailyPay enrollment option to access pay "early," when you want it
Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
Health and wellness programs with trained partners to help promote a healthy you
Mentorship programs that support your rewarding career journey
A modern, state-of-the-art office setting with advanced technologies and a great team
Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more