We are seeking a knowledgeable and customer-focused Technical Support Representative to provide first-level technical assistance to clients and end-users. In this role, you will diagnose and resolve software, hardware, and network-related issues, ensuring customers receive timely and effective support.
Key Responsibilities:
- Respond to technical support requests via phone, email, chat, or ticketing systems
- Troubleshoot and resolve hardware, software, and connectivity issues
- Guide customers through step-by-step solutions and escalate complex problems as needed
- Log and track issues using support ticketing systems (e.g., Zendesk, ServiceNow, Jira)
- Collaborate with internal teams (IT, engineering, product) to identify and resolve recurring issues
- Provide product and technical information clearly and concisely
- Follow up with users to ensure full resolution and customer satisfaction
- Document solutions and contribute to internal knowledge base articles
- Stay current on product updates, system changes, and new technologies
Qualifications:
- High school diploma or equivalent required (Associate’s or Bachelor’s degree in IT or related field preferred)
- Proven experience in a technical support or help desk role
- Strong knowledge of operating systems (Windows, macOS, Linux), networking basics, and common software applications
- Familiarity with remote troubleshooting tools and ticketing systems
- Excellent communication, problem-solving, and customer service skills
- Ability to explain technical concepts to non-technical users
- Patience and strong attention to detail
Work Environment:
- Full-time position with potential for shift work, including evenings or weekends
- May be office-based, hybrid, or fully remote depending on company policy
- Fast-paced environment with regular interaction with customers and internal teams