Tier 1 Technical Support Representative

Job Summary

We are looking for a detail-oriented Tier 1 Technical Support Representative (Non-Voice) to provide first-level technical assistance to customers via chat, email, and ticketing systems. This role focuses on resolving common technical issues, delivering clear written solutions, and ensuring excellent customer experience while meeting performance and quality standards.

Key Responsibilities

• Handle Tier 1 technical support inquiries through chat, email, and support tickets
• Troubleshoot and resolve basic technical issues related to software, hardware, connectivity, and applications
• Provide clear, accurate, and professional written instructions to customers
• Log, track, and document customer interactions and resolutions in the ticketing system
• Identify recurring issues and escalate complex or unresolved cases to Tier 2 support
• Follow standard operating procedures (SOPs), knowledge base articles, and SLAs