Associate Technical Support Representative

ABOUT THE ROLE
In this role, you will play a crucial part in providing outstanding technical assistance to our customers. The ideal candidate should have a strong understanding of our products/services, excellent communication skills, and the ability to troubleshoot and resolve technical issues. If you are passionate about helping customers and have a knack for problem-solving, we encourage you to apply.

RESPONSIBILITIES
•    Provide prompt and courteous technical support to customers via phone or email, addressing inquiries, troubleshooting issues, and resolving problems efficiently. 
•    Develop an understanding of our products/services to effectively assist customers with technical questions and concerns. 
•    Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions, escalating complex issues to appropriate teams when necessary. 
•    Maintain accurate and detailed records of customer interactions, including issues, resolutions, and follow-up actions. 
•    Clearly and concisely communicate technical information to customers with varying levels of technical expertise. Keep customers informed of the status of their inquiries and resolutions. 
•    Work closely with cross-functional teams, to relay customer feedback, assist in issue resolution, and contribute to product improvement.
•    Participate in ongoing training to enhance technical knowledge and customer service skills.  
•    Take initiative to identify opportunities for process improvement and actively contribute ideas to enhance the efficiency and effectiveness of technical support operations. 

SKILLS & EXPERIENCE NEEDED
•    High school diploma or equivalent; additional technical certifications or coursework is a plus.
•    Proven customer service experience, preferable in a technical support role. 
•    Basic understanding of computer hardware and software concepts. 
•    Strong problem-solving and analytical skills. 
•    Excellent communication skills, both verbal and written. 
•    Ability to adapt to new technologies and learn quickly in a dynamic environment. 
•    Detail-oriented with good organizational skills. 
•    Experience using Salesforce is a plus.