Job description
Overview
We are seeking a Technical Support Representative with at least three years of hands-on experience providing customer and technical support. The ideal candidate is tech-savvy, solutions-driven, and able to troubleshoot efficiently while delivering a professional and positive customer experience. This role supports users through various communication channels and ensures timely resolution of technical issues.
Key Responsibilities
Provide technical assistance and support for incoming queries related to systems, software, hardware, or network concerns. Diagnose and troubleshoot technical problems through phone, email, chat, or ticketing systems. Document issues, solutions, and customer interactions thoroughly within internal systems. Escalate complex cases to higher-level support teams when needed.
Guide users through step-by-step solutions and provide clear, easy-to-follow instructions. Collaborate with internal teams to address recurring issues and improve customer support processes. Maintain service-level targets while ensuring a high level of customer satisfaction. Stay updated on product features, system updates, and best practices.
Requirements
Minimum of 3 years of experience in technical support or a similar customer-facing technical role. Strong understanding of common operating systems (Windows, macOS, Linux is a plus). Experience with troubleshooting software, hardware, and basic network issues. Familiarity with ticketing systems and remote support tools.
Excellent verbal and written communication skills. Ability to work independently in a remote environment. Strong problem-solving skills and attention to detail. Customer-centric mindset with the ability to remain calm and professional under pressure.
Preferred Skills
(Not Required): Background in SaaS, telecommunications, IT services, or related fields. Basic knowledge of scripting or command-line tools. Experience supporting global customers across multiple time zones.
Benefits
Permanent work from home An inclusive and supportive work environment. Competitive salary Opportunities for career growth and professional development. Supportive and collaborative team environment.