Technical Support Agent

As a Technical Support Agent, you’ll be the problem-solver customers count on when tech gets tricky. You’ll handle product-related questions, troubleshoot issues, and guide users with clarity and confidence. If you’re tech-savvy, calm under pressure, and committed to delivering excellent support — this role is built for you.

Minimum Requirements

• At least 1 year of experience in technical support or a similar customer service role

• Familiarity with troubleshooting software, hardware, or connectivity issues

• High school diploma or equivalent; college-level education is a plus

• Strong verbal and written communication skills

• Ability to simplify complex technical information for non-technical users

• Experience using support tools, ticketing systems, and knowledge bases

 Competencies and Skills

• Strong analytical and problem-solving abilities

• Tech-savvy with a working knowledge of troubleshooting tools

• Excellent communication and customer service skills

• Ability to stay calm and effective during high-pressure interactions

• Detail-oriented with strong documentation habits

• Comfortable learning and supporting multiple systems or platforms

• Team player with a proactive, solution-first mindset

• Driven to meet and exceed support performance targets

Essential Functions

• Respond to customer inquiries via calls, chats, or email regarding technical issues

• Troubleshoot and resolve software, hardware, or network concerns efficiently

• Walk customers through step-by-step solutions with patience and clarity

• Document issues accurately in the ticketing system for tracking and resolution

• Follow standard procedures and client-specific guidelines

• Meet individual KPIs such as first contact resolution, average handle time, and customer satisfaction

• Escalate unresolved issues to higher-tier support as needed