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Polycom Technical Support Agent Russian in Belfast, Northern Ireland at Concentrix

Date Posted: 2/12/2018

Job Snapshot

Job Description

Polycom Technical Support Agent
Reports to:           Team Lead
Location:               Belfast
Concentrix is a leader in global business services with over 100,000 staff members worldwide. We have a presence in 25 countries. Built upon our experience spanning more than 40 years, we bring a fresh approach to the performance of business operations in the digital age. Our ultimate goal is to differentiate our clients in their marketplace and make them more competitive. With our holistic approach we bring deep domain knowledge to focus on process improvement, customer engagement and technology innovation. The clients that we serve are in the areas of Banking, Healthcare, Insurance, Technology, Consumer Electronics, Retail and E-Commerce, Government, Media and Communications, Travel, Transportation, Tourism, and Automotive.

Why work for Concentrix?
We provide a clear path to career development at Concentrix and offer support, advice and coaching every step of the way. Some of our other benefits include:
  • Competitive salary
  • A bright, modern and exciting place to work, with excellent staff facilities
  • Annual reward and recognition events
  • Holiday pay
  • Stakeholder pension plan
  • Team and Concentrix events

The Person:
The person in this position will work in a team environment to support the customers with technical issues. The role requires a high level of technical knowledge with an equal focus on delivering an exceptional customer experience via both telephone and email in a timely and efficient manner.
The Technical Support Agent is the initial post sales contact and answers inbound phone calls, emails or chat interactions with the Client’s end users. 
The person will troubleshoot, research solutions, and provide resolutions to technical and service problems. This includes inquiries concerning product hardware, software and applications. The Agent ensures proper escalation procedures are followed while performing assigned functions according to standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.
Duties and Responsibilities:
•         Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer’s technical support needs and handle/route accordingly to the satisfaction of the customer
•         Creates service requests within supplied Customer Relationship Management (CRM) system
•         Documents problem definition
•         Documents and logs all contacts and actions into database per specified guidelines
•         Files appropriate data (soft and hard copies)
•         Provides direction to customers promoting online self-service and web based solutions
•         Creates temporary “work-around” for immediate customer issues when appropriate
•         Uses a lab to simulate customer environment and issues as necessary to replicate & resolve
•         Serves as escalation point for eService requests
•         Escalates to Technical Support unresolved customer issues by packaging, with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”
•         Provides customers with existing Service Request status and routes call appropriately
•         Handles RMA issuance and guidance to promote self-service RMA tracking
•         Remains knowledgeable of performance requirements, product line and service offerings
•         Achieves specified performance goals
•         Additional responsibilities as required

Essential Criteria:
•         Fluent in written and spoken English and French, German or Russian
•         Experience in customer/technical support
•         Knowledge of networking configurations and protocols such as TCP/IP, DNS, trace route, firewalls, and routing
•         Familiarity with telephony concepts such as ISDN, PRI, analogue, VoIP and digital circuits
•         Experience in fault diagnosis and troubleshooting techniques
•         Proficient working in a Windows environment with multiple applications and navigation between applications to research information.
•         Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
•         Familiarity with common Internet browsers
•         Customer service orientation
•         Excellent oral and written communication skills
o   Ability to verbally communicate clearly and succinctly
o   Ability to compose a grammatically correct, concise, and accurate paragraph
o   Ability to communicate technical issues clearly based on user level
•         Excellent literacy and numeracy
•         Aptitude to listen to caller’s description of problem; interpret, summarize and document
•         Strong interpersonal skills, ability to establish and maintain effective working relationships
•         Ability to handle stressful situations and bond professionally with frustrated customers
Desirable Criteria:
  • 2 years outstanding customer service experience in a service driven environment
•         An understanding/working knowledge of networking
•         High school diploma or equivalent
•         Ability to pass background and identity verification screen
•         Ability to type 30 WPM
•         Knowledge of CRM software
All successful candidates will be required to go through basic criminal disclosure process & credit check. All offers will be subject to satisfactory checks. 

HOURS OF WORK            
40 Hours per week on a rotational shift pattern from Monday to Friday 7am – 7pm however your Department’s operational hours are 24 hours 7 days per week. Your operational hours may be subject to change due to operational requirements.



28 days per year. Holidays cannot be taken in the first month of employment. In months 2 and 3 of probation, holidays can be taken if accrued.

Belfast is the cheapest city in the UK to live and work; it is the capital of Northern Ireland and a dynamic, growing city with millions being invested in regeneration. Tourism is thriving too, with new visitors discovering our humour, hospitality, scenery and quality of life. Northern Ireland is also home to much of the filming of ‘Game of Thrones’.
Relocation Package (if required):
•         Reimbursement of travel costs (up to £250)
•         Up to 7 nights’ accommodation provided on arrival in city centre hotel
•         Relocation class on first day
•         Salary advance (if required)
•         Ongoing relocation support