Working At Concentrix, Technical Support Agent, Work At Home
Pros
Pros - Convenience of working from home. - Great customers/end-users. - Able to help customers/end-users with solving their technical issues. - Fast hiring process. - You will provide support for devices that are applicable and pertinent in day-to-day life. ***Note for New Hires/New Program Enrollees*** The Work From Home Tech Support Job with Concentrix Should Really Be Named "Work Study Program". If you are going to enroll in Concentrix's Work-Study Program, I suggest that all new enrollees (new hires) purchase their own technological device that they are going to be providing troubleshooting for. Doing such a thing will boost your learning curve and reduce the stress of trying to learn about the technological devices by only using simulators and tons of articles. Also, keep in mind that, If a manager or trainer tells you to "act like that you own the device" or "act like you have used the device" or "fake it till you make it" ignore such ridiculous suggestions. it makes no sense to be up in a customer's ear with B.S. about "the weather" and other "frivolous small talk" knowing very-well that you can't provide thorough support to the customer because you don't have actual experience with using the devices and don't own the device that the customer needs help with. Instead of embracing the spirit of hypocrisy, embrace the spirit of authenticity. Note: Although Concentrix is located in Fremont, CA the work from home jobs are nationwide. Tags: work at home, concentrix, tech support, tier 1
Cons
Cons - Low Pay Rate (WAY Below the National Market Rate Average For A Tier1 Tech Support Rep) - Intensive Job in Light of the Low Pay - Inadequate Training - High Metric Expectations in Light of Incomplete Training - Intrusive Managers Point of Reiteration: The Work From Home Tech Support Jobs with Concentrix Must Be Renamed to "Work Study Program" Reason? Because Concentrix doesn't provide thorough pre-production training. They rush through a big bundle of lessons. information, processes, and articles, don't provide you with technological devices that you will be providing troubleshooting for. The trainers/managers never provided a live-demonstration of of the technological devices; they abruptly shortened the nesting period, and then expect that your stats are going to meet their client's standards. So in essence, they have "certain" tech support agents who are on the phone advising customers about tech support issues for devices that they don't even OWN or USE. (Very hypocritical) Again, for the above reason, I have officially renamed their tech support position to a "Work-Study Program" Because basically, if you don't have experience with handling the technological devices that you will be providing tech support for, you will find yourself doing plenty of on-the-call learning. Thoughts About “Certain” Managers... What's interesting is the logic of "certain" managers is totally illogical. They provide inadequate training, and then when you take time to do research on topics that will help you to assist the customers, they pop-in on the computer with intrusive pop-up messages, asking you questions about your call handling time. It's like really? So... they don't provide adequate training and then expect your call handling time to be low as if you were adequately trained. Also, I find "certain" managers to be extremely hypocritical. Concentrix claims that they want their tech support employees (should be "work-study members") to be customer-focused, and then when they get an employee who is truly customer-focused, and goes above and beyond to assist customers, they have a problem with it. Inadequate Training Process... When you ask for additional training, their upper-level managers will either ignore your formal written request, and their lower-level managers will provide excuses for not being to provide additional training. Also, when you decide to do extra self-training via your own self-initiative. Certain managers rudely pop-in on your computer, and obstruct and interrupt the process and tell you that you can't do extra training and have to be on the phones. Thereafter, they conduct call reviews and interrogate you about your call handling time.
