Technical Support Associate

We are looking for a proactive and customer-focused Technical Support Associate to provide exceptional assistance to our clients and users. This role involves troubleshooting technical issues, resolving customer inquiries, and ensuring a smooth user experience with our products and services. The ideal candidate will have strong technical knowledge, excellent communication skills, and a passion for problem-solving.

Key Responsibilities:

· Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.

· Diagnose and troubleshoot technical issues related to hardware, software, or applications.

· Provide step-by-step guidance and solutions to resolve customer issues promptly and effectively.

· Escalate complex problems to higher-level support teams or engineers as necessary.

· Assist in configuring, setting up, and maintaining customer systems and accounts.

· Test and replicate reported issues to identify root causes.

· Collaborate with internal teams to ensure timely issue resolution and continuous improvement.

· Stay up to date with product knowledge, system updates, and new features.

· Contribute to the development of support documentation, FAQs, and knowledge base articles.

Key Requirements:

· In-depth knowledge of IT infrastructure, systems, and networking.

· Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent experience.

· 1+ years of experience in technical support, helpdesk, or a related role. Fresh graduates also welcome.

· Strong troubleshooting and problem-solving skills.

· Familiarity with operating systems (Windows, macOS, Linux) and common software applications.

· Basic knowledge of networking concepts (IP, DNS, VPNs).

· Excellent communication skills, both verbal and written.

· Patience and ability to explain technical concepts to non-technical users.

· Ability to work independently and as part of a team in a fast-paced environment.