Concentrix

Job Title:

Associate, Sales Support

Job Description

Imagine being able to partner with global technology leaders in a company that cares about YOU – your professional growth, your success, and your community.

We are looking for an Associate, Sales Support to join our team. Today.

We are Concentrix. We are dedicated to creating success for our clients, the communities around us and each other. We provide outsourced inside sales, customer success, renewals management, and channel management solutions for the world's greatest brands. At Concentrix, you will be part of our diversified team that makes an impact for our clients. All of this is possible because of the talent you have to offer.

The future team member that will love this job will demonstrate the value and benefits of our services by supporting our sales teams. Reporting to a Sales Manager, you will be responsible of the distribution of the workflow of the LOB for critical and non-critical cases to front line Associates. Along the way you will have access to excellent training opportunities to grow and an attractive benefit package; including, medical insurance and more. At Concentrix, you can truly Own Your Future!

You will:

• Assign cases to Associates depending on the supported segment/POD keeping sense of urgency for cases tag as Critical by the severity of the issue reported
• Keep constant monitoring of the different types of queues. Help and support staff when Associates is not ready to take cases (System Issue / Leave / Trainings / Backlog Management)
• Resolves issues related to misrouted cases and transfers to the correct area of support, this includes changes in the skill for front line ambassadors to guarantee the internal assignation of the case.
• Identify urgent cases based on Issue Description.
• Assign the case to an available associate for immediate contact.
• Notify case owner ASM and MOD on internal channels when assigning an urgent case.
• Follow up to make sure contact is made within 15-30 minutes of case assignation
• Action needs to be executed and documented on a weekly basis.
• Attending regular sync meetings with ASM to share finding and areas of opportunity for case assignation and SLA improvement.
• Automate report to reduce inefficiencies in our assignation duties.
• Coordinate activities to collect, analyze and report information.
• Communicate attendance, time availability, known issues among other topics.
• Adhere to Concentrix policies and culture values.

You have:

• Excellent knowledge of Microsoft Suite
• Cloud Basic Knowledge
• Above average numerical and analytical ability
• Self-starter and independent

Virtual First and Remote Work

Concentrix (B2B) is Virtual First, which means working outside of an office will be the primary experience for most employees for the foreseeable future. Equipment will be provided, but a space at home to work is required. We would expect that most candidates should be within a commutable distance from one of our designated office locations for this role.

Location:

NIC Managua - Kakau

Language Requirements:

English (Required), Spanish (Required)

Time Type:

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