Job Title:

Resolution Specialist - VR Developer Support

Job Description

The Developer Resolution Support Specialist 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. (We accept applications for this position on an ongoing basis. Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a Developer Resolution Support Specialist position at Concentrix is just the right place for you!

As a Developer Resolution Support Specialist, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE

As a Developer Resolution Support Specialist, you will:

Develop and maintain a comprehensive understanding of our software products and their features to effectively assist developers.
Prioritize, investigate, and debug technical issues efficiently, escalating to specialists when necessary
Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and developers
Deliver a high-end white-glove customer experience, meeting all SLAs and ensuring timely issue resolution
Independent and proactive approach to resolve escalated non-standard tickets by leveraging critical thinking in conjunction with research to identify the right tools and resources
Collaborate with developers to provide feedback to the product team
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
Perform retrospectives, developing training materials to enhance the knowledge base

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Developer Resolution Support Specialist role include:

In addition to resolving to Developers issues candidates must possess exceptions communication and a high level of patience and emotional intelligence
Strong written and verbal communication skills, ability to clearly document complex bugs and the steps to reproduce, Ability to adapt to different communication styles
Ability to partner directly with VR App Developers via e-mail, chat, ticket and maintain consistent updates while tracking ongoing items
Knowledge of gaming and App development on VR platforms
Familiarity with gaming or VR related SDK, API, game or App development and coding languages
Experience with ticketing models such as Salesforce
Experience investigating and debugging technical issues
Must reside in the United States and have a valid U.S. address for residence

ADDITIONAL REQUIREMENTS

18 Years of age or older with a completed High School Diploma or GED required
Extensive personal or professional experience with video gaming required
Able to rotate shifts as needed as well as adhere to shift schedules and maintain acceptable attendance required
Experience utilizing VR Oculus headset in addition to virtual reality (VR) Systems preferred
Minimum of 1 to 3 years of experience in Technical Support, Case Management, Contact Center Customer Service or Help Desk preferred
BA/BS degree preferred

Employment for this position will begin onsite in office starting on day 1 of employment at 11800 Alterra Pkwy Austin, TX 78758. The employment location may at any time change from this address to the downtown Austin location at 300 W 6th St, Austin, TX 78701 and all candidates must be flexible to change to employment in person onsite at this office in the future.

WHAT’S IN IT FOR YOU

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

The base salary for this position is $35/hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. 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, and 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

REIMAGINE THE BEST VERSION OF YOU!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their “employer of choice.”

Location:

USA Austin 13011 McCallen Pass Bldg D

Language Requirements:

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Eligibility to Work:

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

Where Job May be Performed:

Currently, this position may be performed only in the states listed here.

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

•English

•Spanish

To request a reasonable accommodation please click here.

If you wish to review the Affirmative Action Plan, please click here.