Technical Support Representative

Job Description

A Technical Support Representative provides frontline technical assistance to customers, resolving software, hardware, and system issues. The role involves troubleshooting, incident logging, customer communication, and ensuring timely resolution while maintaining service quality, customer satisfaction, and adherence to organizational support processes and service-level agreements.

Key Responsibilities

• Diagnose and resolve technical issues efficiently
• Respond to customer queries via multiple channels
• Document incidents and solutions accurately
• Escalate complex issues to higher support levels
• Guide users with step-by-step solutions
• Maintain service level agreement compliance
• Perform basic system and application troubleshooting
• Provide excellent customer service consistently.

Skill & Experience

• Strong verbal and written communication skills
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