Support Associate

Responsibilities:

• Respond promptly and professionally to customer inquiries and provide technical assistance via phone, email, or chat.
• Diagnose and resolve customer issues related to software, hardware, network connectivity, and other technical problems.
• Guide customers through troubleshooting steps, document issues, and track resolutions in the support ticketing system.
• Escalate complex issues to higher-level support teams when necessary and follow up to ensure timely resolution.
• Troubleshoot and resolve technical problems, including software configuration, installation, and compatibility issues.
• Perform root cause analysis to identify and address recurring or systemic technical issues.
• Create and maintain detailed documentation, knowledge base articles, and FAQs to assist customers and internal teams.
• Build strong customer relationships by providing exceptional support and understanding their unique needs.
• Actively listen to customers, empathize with their concerns, and ensure timely and effective issue resolution.
• Communicate technical information clearly and concisely to both technical and non-technical customers.
• Collaborate with cross-functional teams, including product development and quality assurance, to provide feedback and improve product performance and customer experience.
• Participate in team meetings, training sessions, and knowledge-sharing activities to enhance technical skills and stay updated on product features and updates.

Requirements:

• Bachelor s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 6 months to 2 years of experience in technical support or a similar customer-facing role.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues effectively.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
• Familiarity with operating systems (Windows, macOS, Linux), software applications, and hardware components.
• Basic understanding of networking concepts, protocols, and troubleshooting (TCP/IP, DNS, DHCP).
• Experience with ticketing systems and customer support tools is a plus.
• Customer-centric mindset with a passion for providing exceptional customer service.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.