Technical Support Associate (225-731)

As a Technical Support Associate, you will be a key player in ensuring customer satisfaction by providing prompt and efficient technical assistance. Your primary responsibility will be to assist users with troubleshooting and resolving various technical issues related to software, hardware, and network systems. You will communicate effectively with customers, proactively addressing their concerns to enhance their overall experience. This role requires a blend of technical knowledge, problem-solving skills, and excellent communication abilities. You will also have the opportunity to escalate complex issues to higher-level support teams while documenting and tracking detailed information about customer interactions. This is an opportunity to work in a dynamic environment that values technological innovation and customer-centric solutions.

Responsibilities

• Provide first-level technical support for customers via phone, email, or chat.
• Identify, troubleshoot, and resolve technical issues promptly and accurately.
• Document all support interactions in the company's ticketing system efficiently.
• Guide customers through step-by-step solutions over remote connection tools.
• Escalate complex issues to higher-level technical support teams as necessary.
• Maintain a high level of customer satisfaction through knowledgeable communication.
• Update and maintain internal knowledge base with emerging technical solutions.
• Collaborate with team members to solve challenging customer inquiries effectively.
• Stay informed about product updates and industry best practices regularly.
• Assist in continuous improvement processes within the technical support team.
• Conduct follow-ups with customers to ensure comprehensive resolution of issues.
• Provide feedback to developers regarding recurring technical problems regularly.

Requirements

• Bachelor's degree in Information Technology or a related field preferred.
• Previous experience in a technical support or customer service role required.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Exceptional problem-solving skills with a patient and methodical approach.
• Excellent written and verbal communication skills with attention to detail.
• Ability to manage multiple tasks and time efficiently in a fast-paced environment.
• Familiarity with remote desktop applications and help desk software is an asset.