Role : Associate Technology Support Representative
Location : Bangalore, India
Job Description
The Associate Technology Support Representative is an entry-level position within the Global Technology Support Operations team, responsible for providing Level 1 global technical support to end-users across the MillerKnoll organization. This role focuses on handling basic IT inquiries, troubleshooting technical issues, and ensuring a smooth end-user experience while developing the foundational skills needed to progress within the Technology Support function.
As part of the global support structure, this role acts as a key point of contact for recording, routing, and resolving IT-related incidents and requests. The role operates in a matrix environment, collaborating with local team leads and managers in India, as well as remote technical leads in other regions. This role requires working in shifts that align with out of business hours in the US and includes weekend coverage. You will also be expected to work at the Herman Miller Plant located in Bidadi on a rotational basis.
Key Responsibilities Include:
- 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.
About MillerKnoll
MillerKnoll is an equal opportunity employer committed to diversity and inclusion. We believe our differences make us stronger and enable us to design for the good of humankind.
MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities.
