Technical Support Agent

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TYPE OF WORK

Full Time

SALARY

$5.00 pr Hour USD

HOURS PER WEEK

40

DATE UPDATED

Jul 31, 2026

JOB OVERVIEW

Tech Support Agent Job Description
Position Title
Tech Support Agent
Position Summary
The Tech Support Agent is responsible for providing high-quality technical assistance to customers, ensuring issues are resolved efficiently and accurately. This role serves as a key technical point of contact, managing incoming support requests through various channels and maintaining high levels of customer satisfaction while meeting service level agreements (SLAs). The ideal candidate has a strong technical background, excellent troubleshooting skills, and the ability to thrive in a fast-paced environment.

Key Responsibilities
Provide Tier 1 and Tier 2 technical support via phone, email, and ticketing systems.
Troubleshoot, diagnose, and resolve hardware and software technical issues.
Document all user interactions, resolutions, and escalated issues accurately within the CRM or ticketing system.
Monitor and adhere to established Service Level Agreements (SLAs) regarding response and resolution times.
Coordinate with field technicians, internal teams, and management to escalate complex technical challenges.
Provide clear and professional updates to customers regarding ticket status and expected resolution timelines.
Participate in continuous learning to stay updated on current technologies and support processes.

Qualifications
Minimum 1-2 years of experience in technical support, help desk, or a similar IT service environment.
Strong proficiency in using CRM, ticketing, or service management software.
Solid understanding of technical troubleshooting methodologies and IT support standards.
Strong computer proficiency, including Microsoft Office applications.
Excellent verbal and written English communication skills.
Ability to manage multiple tasks effectively in a fast-paced, customer-focused environment.

SKILL REQUIREMENT
Technical Support
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