Sr. Representative, Real Time Management

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role And Key Responsibilities

• Provide troubleshooting support for all Tier one and tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
• Participating in Rapid Response calls to minimize system downtime, and regular updates to all levels of senior management of a global perspective.
• Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
• Documents all incidents using the service management suite and notifies impacted stakeholders.