Technical support associate

A Technical Support Associate is responsible for assisting customers with technical issues related to products, services, or software through phone, email, or chat. The role involves diagnosing problems, providing step-by-step solutions, and ensuring customer satisfaction through effective communication and issue resolution.
Roles and Responsibilities

Provide technical assistance to customers via calls, emails, or chat.

Troubleshoot hardware, software, and network-related issues with clear step-by-step instructions.

Respond to customer queries within the defined SLA and quality standards.

Identify, diagnose, and resolve technical problems using available tools and resources.

Escalate unresolved or complex issues to the Level 2/engineering team when required.

Maintain accurate documentation of customer interactions, issues, and resolutions in CRM tools.

Guide customers on product usage, installation, configuration, and updates.

Perform basic remote troubleshooting using secure remote tools.

Ensure first-call resolution (FCR) whenever possible.

Follow company guidelines and technical support procedures.

Work collaboratively with the team to improve customer experience and technical performance.

Keep up-to-date with product knowledge, updates, and new features.

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