Process Associate (Tech Support)

• Provide support for software installation, PC security, and operating system issues.
• Troubleshoot user account and email management issues.
• Address networking and connectivity problems, ensuring customers can maintain seamless operations.

• Manage support tickets in compliance with Service Level Agreements (SLAs), ensuring timely and accurate resolutions.
• Maintain detailed documentation of troubleshooting steps, potential solutions, and outcomes for reference.

• Demonstrate excellent communication skills when managing customer escalations.
• Exhibit patience and flexibility in addressing customer concerns, ensuring a positive support experience.
• Conduct root cause analysis to understand and resolve underlying issues effectively.

• Work cross-functionally with advanced technical support teams to manage escalation mailboxes.
• Collaborate with team members to ensure timely responses and resolution of complex issues.

• Maintain awareness of Contact Center KPIs and contribute to achieving team goals.
• Provide feedback on process improvements to enhance service delivery.

• 3-5 years of experience in technical support and customer service or related fields.
• Proficiency in using Salesforce Incident Management System or similar tools.

• Strong analytical skills for problem-solving and root cause analysis.
• Excellent verbal and written communication skills.
• Ability to remain calm under pressure and handle challenging situations with professionalism.

• Familiarity with basic networking concepts, operating systems (Windows, Mac, etc.), and security protocols.
• Experience with case/ticket management systems and understanding of compliance requirements.

Prodapt