Technical Support Representative

We are looking for a customer-focused and technically skilled Technical Support Representative to join our support team. In this role, you will provide exceptional technical assistance to customers by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues. You will serve as the first point of contact for technical inquiries, ensuring timely issue resolution while delivering an outstanding customer experience. The ideal candidate has strong problem-solving skills, excellent communication abilities, and a passion for helping users resolve technical challenges.

Key Responsibilities

* Respond to customer inquiries via phone, email, live chat, and ticketing systems in a professional and timely manner.
* Diagnose, troubleshoot, and resolve hardware, software, networking, and application-related issues.
* Guide customers through step-by-step troubleshooting procedures and provide clear technical instructions.
* Install, configure, and maintain software applications, operating systems, and peripheral devices.
* Escalate complex technical issues to higher-level support teams when necessary while ensuring proper documentation and follow-up.
* Record all customer interactions, troubleshooting steps, and issue resolutions within the ticketing system.
* Monitor support tickets to ensure service level agreements (SLAs) are consistently met.
* Assist customers with account setup, password resets, system access, and security-related requests.
* Collaborate with engineering, product, and quality assurance teams to identify recurring issues and improve product performance.
* Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
* Educate customers on product features, best practices, and preventive maintenance.
* Stay current with new technologies, software updates, and company products to provide accurate technical support.

Required Qualifications

* High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
* Previous experience in technical support, IT help desk, customer service, or a related role is preferred.
* Strong understanding of Windows, macOS, Microsoft Office, and common business applications.
* Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting.
* Familiarity with ticketing systems such as ServiceNow, Zendesk, Jira Service Management, or Freshdesk.
* Excellent verbal, written, and interpersonal communication skills.
* Strong analytical and problem-solving abilities.
* Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Preferred Skills

* Experience supporting cloud-based applications such as Microsoft 365 or Google Workspace.
* Knowledge of Active Directory, remote desktop tools, and user account administration.
* Familiarity with cybersecurity best practices and endpoint security solutions.
* Certifications such as CompTIA A+, Network+, Security+, Microsoft Certified, or Google IT Support Professional are a plus.
* Ability to work independently and collaboratively within a team environment.
* Strong customer service mindset with patience and professionalism.

What We Offer

* Competitive salary and comprehensive benefits package.
* Health, dental, and vision insurance.
* Paid time off and company holidays.
* Retirement savings plan with employer contributions where applicable.
* Paid training, certification assistance, and career development opportunities.
* Flexible work arrangements, including remote or hybrid options where applicable.
* Collaborative team environment with opportunities for advancement.
* The opportunity to work with innovative technology while helping customers succeed.