Overview:
The Technical Support Associate plays a critical role in providing technical assistance and support to internal and external customers. They are responsible for addressing customer inquiries and resolving technical issues to ensure a positive customer experience.
Key Responsibilities:
- Respond to customer inquiries via phone email and chat
- Diagnose and troubleshoot technical issues
- Research and provide solutions to technical problems
- Escalate complex issues to higherlevel support teams
- Document and track customer interactions and solutions
- Install and configure software applications
- Assist with network and system administration tasks
- Collaborate with crossfunctional teams to resolve technical issues
- Conduct product demonstrations and training sessions for customers
- Stay updated on product knowledge and technical skills
Required Qualifications:
- Bachelor s degree in Information Technology Computer Science or relevant field
- Proven experience in technical support or help desk role
- Proficiency in Windows and macOS operating systems
- Strong knowledge of networking and internet protocols
- Excellent problemsolving and analytical abilities
- Outstanding communication and interpersonal skills
- Ability to prioritize and manage multiple tasks simultaneously
- Certifications such as CompTIA A or Microsoft Certified Solutions Associate (MCSA) is a plus
- Experience with remote support tools and ticketing systems
- Flexibility to work in shifts and handle oncall responsibilities
customer service,communication,technical support,customer