Associate Technology Support Representative

As an Associate Technology Support Representative at HermanMiller, you will play a crucial role in providing first-line technical support and assistance to end-users within the MillerKnoll organization. Your primary responsibilities will include: - Providing initial support for IT-related issues and service requests via phone, email, or chat. - Logging and categorizing user inquiries in the ticketing system, ensuring accurate documentation of reported issues. - Resolving common hardware, software, and network-related issues following established procedures. - Assisting users with basic tasks, such as password resets, account unlocks, and software installations. - Escalating complex issues to Service Desk Analysts or higher-level support teams as needed. - Delivering excellent customer service by maintaining a professional and helpful demeanor during all interactions. - Following up with end-users to ensure issues are resolved to their satisfaction. - Contributing to maintaining an up-to-date knowledge base by documenting solutions to common issues. - Participating in training sessions and workshops to improve technical knowledge and service skills. - Working with Business Partners through all contact types to resolve incidents. - Following Service Level Agreements to ensure timely resolution and proper group ownership of incidents. - Receiving requests from end users and routing them through the proper channels for request fulfillment. - Performing additional responsibilities as requested to achieve business objectives. - Sharing support information with others on the team to improve the overall end-user support experience. - Working closely with higher-level support teams to improve the overall support experience. To be successful in this role, you should have the following qualifications: - Familiarity with Microsoft Office products, Windows operating systems, and basic IT concepts. - Strong communication and interpersonal skills, with a focus on customer service. - Mandatory service management tool experience like Jira or similar. - Organizational and time-management skills to handle multiple tasks and prioritize effectively. - Ability to follow instructions and learn quickly in a fast-paced environment. - Basic troubleshooting skills and a willingness to grow technical expertise. - Experience of at least 2 to 4 years working in a similar application support role. - Past work experience working with remote customers outside India (preferably in US and Europe). - Experience in causal analysis/evaluation of underlying causes for errors/disruptions. - Knowledge of IT support system processes. The ideal candidate for this role would be a graduate/post-graduate in engineering/technology or equivalent with excellent interpersonal and communication skills in English. You should also be willing to work in UK/US/early morning India shifts on a need basis and on-call/weekends. Additionally, having attention to detail, a constructive approach to feedback, and the ability to adhere to defined processes and procedures will be beneficial in this role.,