Technical Support Associate (Voice)

Job Description

The Technical Support Associate (Voice) provides technical assistance to customers experiencing issues with products, software, or hardware over the phone. The role requires strong troubleshooting skills, patience, and the ability to explain technical concepts in simple language. Associates work closely with internal technical teams to resolve complex issues while ensuring a positive customer experience. Maintaining service quality and meeting performance metrics are key expectations.

Key Responsibilities
Diagnose and resolve customer technical issues through voice support.
Guide customers through troubleshooting procedures step-by-step.
Escalate advanced technical issues to higher-level support teams.
Record all customer interactions accurately in the support system.
Ensure first-call resolution whenever possible.
Stay updated on product features, software updates, and technical documentation.
Achieve service level agreements (SLAs), quality, and productivity targets.
Maintain professionalism and empathy during customer interactions.