Associate Technology Support Representative

Job Description

Key Responsibilities Include: Provide initial support for IT-related issues and service requests via phone, email, or chat. Log and categorize user inquiries in the ticketing system, ensuring accurate documentation of reported issues. Resolve common hardware, software, and network-related issues following established procedures. Assist users with basic tasks, such as password resets, account unlocks, and software installations. Escalate complex issues to Service Desk Analysts or higher-level support teams as needed. Deliver excellent customer service by maintaining a professional and helpful demeanour during all interactions. Follow up with end-users to ensure issues are resolved to their satisfaction. Contribute to maintaining an up-to-date knowledge base by documenting solutions to common issues. Participate in training sessions and workshops to improve technical knowledge and service skills. Work with Business Partners through all contact types to resolve incidents. Follow Service Level Agreements to ensure timely resolution and proper group ownership of incidents. Receive requests from end users and route them through the proper channels for request fulfilment. Perform additional responsibilities as requested to achieve business objectives. Share support information with others on the team to improve the overall end-user support experience. Work closely with higher-level support teams to improve the overall support experience. Essential experience: To be considered for this post, the candidate should have all the following experiences. Familiarity with Microsoft Office products, Windows operating systems, and basic IT concepts. Strong communication and interpersonal skills, with a focus on customer service. Mandatory service management tool experience like Jira or similar. Organizational and time-management skills to handle multiple tasks and prioritize effectively. Ability to follow instructions and learn quickly in a fast-paced environment. Basic troubleshooting skills and a willingness to grow technical expertise. Familiarity with ticketing systems (preferred but not required). Experience of at least 2 to 4 years working in a similar application support role. Past work experience working with remote customers outside India (preferably in US and Europe). Experience in causal analysis/evaluation of underlying causes for errors/disruptions. Knowledge of IT support system processes. Ideal candidate: A graduate / post-graduate in engineering/technology or equivalent Excellent interpersonal and communication skills both written and verbal in English Ability to work individually or within a team environment Willing to work in UK / US / early morning India shifts on need basis and on-call/weekends Ability to participate in multiple projects/tasks and priorities in a healthy work environment Has attention to detail and attaining quality Has a constructive approach to giving and receiving feedback. Has testimonials to prove high levels of customer satisfaction in previous engagements Ability to take direction, constructive criticism and work within specified deadlines (SLAs OLAs) Adhere to process and procedures defined for the role, the team and the organization