Technical Support Associate

Key Responsibilities:

1. Customer Support & Troubleshooting

• Respond to customer queries via call, email, or live chat.
• Diagnose and resolve basic technical issues related to hardware, software, network, or product-specific platforms.
• Guide customers step-by-step through troubleshooting processes.

2. Incident Management

• Log, track, and manage support tickets in helpdesk systems (e.g., Zendesk, Freshdesk, ServiceNow).
• Escalate unresolved issues to the appropriate internal teams or Level 2/3 support.
• Follow up with users to ensure full resolution and satisfaction.

3. Product Knowledge & Guidance

• Stay updated on the latest product features, updates, and system integrations.
• Educate customers on using tools or features effectively to avoid recurring issues.
• Assist in creating and updating user manuals, FAQs, and knowledge base articles.

4. System Monitoring & Reporting

• Monitor system alerts and proactively address potential issues.
• Report recurring problems or software bugs to the product development or engineering team.
• Document technical issues and their solutions for future reference.

5. Team Collaboration

• Work closely with other technical support associates, QA teams, and developers to resolve issues.
• Participate in regular training, team meetings, and knowledge-sharing sessions.