Technical Support Representative

Key Responsibilities:

• Respond to customer inquiries and provide technical assistance through phone calls, emails, chat, or other support channels.
• Diagnose, troubleshoot, and resolve basic technical issues related to products, services, software, hardware, or user accounts.
• Guide customers through step-by-step solutions in a clear and professional manner.
• Escalate complex or unresolved concerns to the appropriate technical team or supervisor.
• Document customer concerns, troubleshooting steps, and resolutions accurately in the company’s ticketing or CRM system.
• Follow established support procedures, service standards, and escalation processes.
• Maintain a high level of customer satisfaction by providing timely, courteous, and effective support.
• Meet individual and team performance targets, including quality, productivity, attendance, and customer service metrics.
• Stay updated on company products, services, technical processes, and support guidelines.
• Perform other tasks that may be assigned by management.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or any related course is preferred.
• Fresh graduates are welcome to apply.
• BPO, customer service, technical support, or help desk experience is an advantage but not required.
• Basic knowledge of computer hardware, software, operating systems, networking, and troubleshooting is preferred.
• Good communication and customer service skills.
• Ability to explain technical information clearly and provide step-by-step instructions.
• Strong problem-solving, analytical, and troubleshooting skills.
• Willing to work on a shifting schedule, including weekends and holidays, if required.