Technical Support Associate

Job Summary

Providing essential support to end-users, the full-time Technical Support Associate will engage with customers via phone, email, or chat to troubleshoot and resolve technical issues related to applications and hardware in a remote environment.

Key responsibilities

• Interact with end-users to verify information and deliver solutions that restore service
• Utilize knowledge articles and service management applications to document cases and escalate unresolved issues
• Troubleshoot basic hardware and software problems while adhering to service level agreements

Required qualifications

• Experience in providing Level 1 technical support services
• Familiarity with cloud applications and troubleshooting techniques for hardware and software issues
• Ability to multi-task in a fast-paced environment while meeting performance targets
• Knowledge of eCommerce websites and APIs is a plus
• Own systems necessary for remote work during the initial training period