Technical Support Associate

Job Summary Technical Support Agent

The Agent will provide end-to-end technical support to business customers, ensuring quick resolution of complex issues with minimal business disruption. The role requires strong troubleshooting skills, effective communication, and an ownership mindset to achieve one-call resolution and high customer satisfaction. The agent will also support service-to-sales initiatives by recommending relevant products and solutions.

Key Responsibilities

• Provide technical support to business customers via phone, email, and chat, resolving hardware, software, and network-related issues efficiently.
  
• Diagnose issues with urgency, guide customers through step-by-step troubleshooting, and leverage remote access tools to achieve one-call resolution.
  
• Ensure high-quality customer experience by documenting cases accurately, following QA standards, and adhering to escalation protocols.
  
• Educate customers on best practices, preventive measures, and product usage to reduce repeat issues.
  
• Continuously enhance technical and product knowledge through training and self-learning.
  
• Identify opportunities to recommend relevant products and services to support service-to-sales goals.
  

Qualifications

• Minimum 2

  years contact center experience

  , with 1

  + years supporting B2B customers

  (Telecom / Technical Support preferred).
• Strong technical aptitude with experience in troubleshooting hardware, software, and networking issues.
  
• Familiarity with remote desktop tools and ticketing systems.
  
• Excellent English communication skills (C1 level), with the ability to explain technical concepts to non-technical users.
  
• Flexible to work in rotational shifts, including weekends and holidays.