Technical Support Associate (Voice)

Job Description

The Technical Support Associate (Voice) assists customers by troubleshooting technical issues over phone calls. The role requires diagnosing hardware, software, and connectivity problems while providing effective solutions. Candidates should possess technical knowledge, strong communication skills, and patience when handling customer concerns. The position demands adherence to service level agreements and continuous learning of new technologies.

Key Responsibilities
Handle technical support calls from customers.
Diagnose software, hardware, and network issues.
Guide customers through troubleshooting procedures.
Document technical issues and resolutions accurately.
Escalate critical problems to higher-level technical teams.
Maintain service quality and call handling standards.
Follow troubleshooting guides and support documentation.
Stay updated with new technologies and product releases.