LOCATION

Austin, Texas, United States Of America
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.

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 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 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 residenc

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 suppor