Technical Support Associate

Job title: Technical Support Associate
Work Location: Ultra Lag
Experience: 6+ months in technical support roles
Education Qualification: High school Diploma

Responsibilities:

• Handle technical support inquiries from customers via phone or the company’s
• web-based support website (ticket-based) from initial contact through resolution.
• Escalate issues to the next higher Tier of support when necessary, ensuring timely
• resolution and customer satisfaction.
• Adhere to SLAs (Service Level Agreements) and strive to provide superior customer
• experiences.
• Contribute to the online knowledgebase by documenting solutions to common
• issues and updating existing articles as needed.

Required Skills & Desired Skills:

• High School diploma or equivalent.
• Advanced English level (C1).
• 6+ months of experience working in a similar technical support environment.
• Education: Any IT/computing qualification.
• Good knowledge of the Windows operating system, specifically Windows 7 and
• above.
• Ability to perform Windows software installation, configuration, and deployment.
• Experience providing technical support to customers for hardware and software
• issues, with the ability to diagnose problems related to hardware, operating systems
• software, application programs, or network failures.
• Familiarity with ticket-based support tools such as Salesforce, Zendesk,
• ServiceNow, etc.
• Demonstrated ability to work independently within a team environment.
• Strong troubleshooting and problem-solving skills.
• Organized, self-motivated, and have a high level of attention to detail.
• Excellent verbal and written communication skills, as effective communication with
• both internal teams and customers is essential for this role
• Working hours : Sunday- Thursday (Friday, Saturday OFF) 6:00 PM – 1:00 AM