Technical Support Associate (L1)

Job Description

Cognize ITES is seeking a Technical Support Associate (L1) to provide first-level technical assistance to customers through phone, email, and chat support. The role involves diagnosing basic hardware, software, and network issues while ensuring quick resolution or proper escalation when required. Candidates should possess excellent communication skills, technical aptitude, and a customer-focused approach. This position is ideal for individuals who enjoy troubleshooting technology problems and delivering high-quality customer service.

Key Responsibilities
Provide Level 1 technical support for hardware, software, and network-related issues.
Respond to customer queries through calls, emails, and chat channels.
Troubleshoot common technical problems using standard operating procedures.
Log, track, and update incidents accurately in the ticketing system.
Escalate unresolved or critical issues to higher-level technical teams.
Guide users through step-by-step troubleshooting processes.
Ensure timely resolution while maintaining service level agreements (SLAs).
Maintain detailed documentation of customer interactions and issue resolutions.