Associate Technology Support Representative

Herman Miller

2 - 4 years

2 - 6 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

ticketing talent acquisition customer service windows troubleshooting microsoft continuous improvement remote support technical support salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Provide initial Level 1 support for IT-related issues and service requests via phone, email, or chat.
Log, categorize, and document user inquiries accurately in the ticketing system.
Resolve common hardware, software, and network-related issues following established procedures.
Assist users with tasks such as password resets, account unlocks, and software installations.
Escalate complex issues to higher-level support teams or specialists as needed.
Delivering exceptional customer service by demonstrating empathy, ownership, and accountability in every interaction.
Follow up with end-users to ensure timely resolution and satisfaction.
Contribute to and maintain an up-to-date knowledge base by documenting solutions and learnings.
Participate in training sessions and workshops to build technical and service-oriented skills.
Collaborate effectively with Business Partners and remote support teams to ensure smooth issue resolution.
Adhere to Service Level Agreements (SLAs) and ensure incidents are resolved or routed appropriately.
Share technical knowledge and updates within the team to improve service delivery continuously.

Essential Experience:

To be considered for this position, candidates should possess the following:

Familiarity with Microsoft Office, Windows operating systems, and basic IT concepts.
Knowledge of Jira, Confluence, Microsoft 365, and collaboration tools such as Teams.
Strong communication and interpersonal skills with a focus on customer empathy, active listening, and ownership of issues.
Excellent organizational and time-management skills to prioritize multiple requests effectively.
Ability to follow processes and learn quickly in a dynamic environment.
Basic troubleshooting skills with a desire to grow technical expertise.
Familiarity with ticketing systems.
Experience of 2 - 4 years working in a similar application or technical support role.
Experience supporting remote customers, particularly in the US or Europe.
Exposure to retail systems such as Scale, NetSuite, or Salesforce is a plus.
Experience in basic root cause analysis and understanding of IT support system processes.

Ideal Candidate:

Graduate / Postgraduate in Engineering, Technology, or a related field.
Excellent verbal and written communication skills in English.
Strong sense of accountability, attention to detail, and commitment to quality.
Ability to work independently or collaboratively within a global team environment.
Willingness to work in UK / US shifts, early India hours, on-call rotations, or weekends as needed.
Must be willing to work in rotational shifts, with shift timings changing every three months.
Proactive attitude toward continuous improvement and constructive feedback.
Demonstrated ability to meet deadlines and adhere to SLAs and OLAs.
Consistent record of delivering high customer satisfaction in previous roles.
Adherence to processes, procedures, and organizational standards.

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