Technical Support Agent

Job Summary

Providing first-line technical support, the full-time Technical Triage Agent will troubleshoot hardware, connectivity, and application issues for Direct Sales agents in a remote environment, managing inquiries through chat and voice channels while ensuring accurate documentation in ServiceNow.

Key Responsibilities

• Deliver Level 1 technical support via chat and voice calls, troubleshooting hardware and connectivity issues
• Log interactions and maintain documentation in ServiceNow, escalating unresolved issues as necessary
• Participate in knowledge management and continuous improvement efforts, updating knowledge articles and supporting onboarding activities

Required Qualifications

• 1-2 years of experience in technical support, helpdesk, or contact center environments
• Basic to intermediate understanding of hardware troubleshooting and network connectivity concepts
• Familiarity with ServiceNow or similar ticketing systems
• Ability to follow standard operating procedures consistently and accurately
• Experience in a structured, SLA-driven support environment is preferred