Tier 1 Technical Support Representative

Job Description

As an entry level Technical Support Representative (TSR), your primary responsibility will be to actively answer inbound calls and provide excellent customer service. Technicians will get exposure to the various aspects of specialized software to become comfortable with support and procedures. You are responsible for maintaining low wait times while focusing on first call resolution. You will be required to assist with simplified troubleshooting steps with any of the following criteria:

Responsibilities:

• Respond to customer inquiries via phone, email, chat, or ticketing systems in a professional and timely manner.
• Diagnose, troubleshoot, and resolve technical issues related to hardware, software, or network systems.
• Guide customers through step-by-step solutions, ensuring clear communication and understanding.
• Escalate complex or unresolved issues to higher-level support or engineering teams as required.
• Maintain accurate records of customer interactions, issues, and resolutions in the support system.
• Collaborate with cross-functional teams (IT, Engineering, Product, etc.) to improve processes and product knowledge.
• Provide feedback to product and development teams on recurring issues or feature improvements.
• Stay updated on product knowledge, system updates, and industry best practices.

Requirements:

• Excellent communication skills in English – both verbal and written.
• Proven experience in technical support, helpdesk, or customer service role.
• Strong troubleshooting skills and ability to quickly analyze and resolve technical issues.
• Familiarity with operating systems (Windows, macOS, Linux) and common software applications.
• Knowledge of networking concepts (LAN, WAN, Wi-Fi, VPN, etc.) is a plus.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Flexibility to work in shifts or extended hours if required.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira).

Interested candidates can apply online or email your CV to [email protected]