Technical Support Representative

A Technical Support Representative is responsible for assisting customers with technical issues related to products or services. They provide troubleshooting, problem resolution, and guidance to ensure customer satisfaction. This role requires strong communication skills, technical knowledge, and the ability to deliver efficient solutions in a timely manner.

Key Responsibilities

• Customer Support
• Respond to customer inquiries via phone, email, chat, or ticketing systems.
• Provide clear instructions and guidance to resolve technical issues.
• Maintain a positive, professional, and empathetic attitude toward customers.
• Troubleshooting & Problem Solving
• Diagnose hardware, software, and connectivity issues.
• Walk customers through step-by-step solutions.
• Escalate complex issues to higher-level support or engineering teams when needed.
• Product Knowledge & Training
• Stay updated with product features, updates, and policies.
• Educate customers on product usage and best practices.
• Document common issues and create knowledge base articles.
• Case Management
• Log all customer interactions accurately in CRM or ticketing systems.
• Follow up on unresolved issues to ensure timely closure.
• Track, prioritize, and manage support cases effectively.
• Collaboration & Reporting
• Work closely with technical teams to resolve recurring issues.
• Provide feedback to product teams to improve customer experience.
• Report on trends, frequent issues, and customer feedback.

Requirements:

• High School Graduate ( Old Curriculum )
• Senior High School Graduate
• College Graduate
• With 6-12 months Bpo Tech Experience / technical Support Experience / or Telco account Experience