Technical Support Associate 29D25

As a Technical Support Associate, you will play a vital role in assisting clients and customers by providing exceptional technical support and customer service. You will be the primary point of contact for resolving technical issues, answering questions, and addressing concerns about products and services. Your role requires a high level of technical knowledge, problem-solving skills, and a passion for helping people. You'll work closely with other departments to ensure that client issues are resolved quickly and efficiently, and you may also provide support through various channels such as phone, email, and chat. The ideal candidate is proactive, detail-oriented, and can maintain a customer-centric approach while working in a fast-paced environment.

Responsibilities

• Provide detailed technical support and troubleshooting solutions to customers.
• Respond to customer inquiries via phone, email, and live chat promptly.
• Document and track customer issues using the company's support management tool.
• Collaborate with the engineering team to resolve complex technical problems.
• Participate actively in technical training and development programs.
• Assist with the identification and diagnosis of product defects or enhancements.
• Maintain up-to-date knowledge of product and service features and changes.
• Ensure customer satisfaction and provide feedback to improve support services.
• Create and update knowledge base articles for customer self-help resources.
• Perform system testing and technical validation for software updates.
• Escalate unresolved issues to senior technical support specialists as needed.
• Monitor and manage pending support cases to ensure timely resolution.

Requirements

• Bachelor's degree in Computer Science or related technical field preferred.
• Minimum 2 years of experience in a technical support or helpdesk role.
• Strong understanding of networking, hardware, and software concepts.
• Excellent communication skills, both verbal and written.
• Ability to multi-task and work effectively under pressure.
• Familiarity with support management and ticketing systems is desirable.
• Proficient in troubleshooting and problem-solving technical issues.