Technical Support Representative

Job Description:

Roles and Responsibilities:

• Handle customer inquiries through voice calls and email in a professional and timely manner.

• Troubleshoot and resolve product‑related issues by guiding users through step‑by‑step solutions.

• Accurately document customer interactions, issue details, and resolutions in the ticketing system.

• Maintain up‑to‑date knowledge of product updates, system changes, and troubleshooting techniques.

• Escalate complex or unresolved issues to higher-level support or engineering teams when needed.

• Guide customers on product usage, features, and best practices.

• Collaborate with internal teams to report bugs, recurring issues, and customer feedback.

Qualifications:

• Bachelor's degree in IT, Computer Science, Information Systems, or related field (or equivalent experience).