Technical Support Associate

The Technical Support Associate provides exceptional customer support by handling incoming phone calls and emails, troubleshooting equipment and technical issues, and delivering clear, accurate resolutions. This role is ideal for someone who enjoys problem-solving, communicating with customers, and working in a fast-paced, team-oriented environment.

Key Responsibilities

• Manage a high volume of inbound phone calls and emails from customers

• Analyze, question, and troubleshoot customer-reported technical issues to accurately identify root causes

• Guide customers through step-by-step troubleshooting processes with clear and effective communication

• Clearly explain technical concepts and solutions to customers of varying technical skill levels

• Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system

• Collaborate with team members and escalate issues when necessary

• Perform other duties as assigned

What a Successful Candidate Will Demonstrate

• Strong customer empathy and commitment to delivering a positive support experience

• Ability to critically analyze, research, and verify information using online resources and technical manuals

• Willingness to learn and master new technical topics

• Team-oriented mindset with a proactive approach to problem-solving

• Reliability and commitment to a 40-hour work week, including a rotating Sunday shift

Perks & Benefits

• Medical, Dental, and Vision insurance

• Supplemental life insurance

• Paid Time Off (PTO)

• Company-branded merchandise

• Community events and team activities

• Company-funded continuing education opportunities

• Discounts and perks through locally owned businesses