Associate Tech Support Specialist

ASSOCIATE TECHNICAL SUPPORT SPECIALIST P1

POSITION SUMMARY

The Associate Technical Support Specialist P1 provides Tier 1 technical support to internal and external customers across software, hardware, and mobile applications. This role focuses on troubleshooting, case management, and customer guidance while operating within defined processes and support standards. The position requires strong communication skills, technical aptitude, and the ability to resolve issues with minimal supervision. Recent graduates are encouraged to apply, early career candidates are a strong fit.

RESPONSIBILITIES

• Provide phone, email, and ticket-based technical support for software, hardware, and mobile applications.
• Troubleshoot and resolve customer issues using standard processes and troubleshooting methodologies.
• Analyze issues of moderate complexity and develop effective solutions aligned with support guidelines.
• Document all cases, actions, and resolutions accurately in CRM or ticketing systems.
• Prioritize, manage, and close assigned cases within defined service levels.
• Escalate unresolved issues or system defects to Tier 2 support with proper documentation.
• Identify recurring issues and report trends related to software or hardware performance.
• Assist customers with system configuration, setup, and proper application usage.
• Provide guidance to customers on best practices for system and mobile platform usage.
• Support internal reporting needs including status updates and case progress tracking.
• Collaborate with internal teams to resolve cross-functional technical issues.
• Support 24/7 operations through flexible scheduling when required.
• Perform additional duties such as case reviews, customer follow-ups, and support tasks as assigned.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Systems, or related field is preferred.
• 1 to 2 years of experience in technical support, IT support, or customer service.
• Recent graduates are encouraged to apply.
• Basic knowledge of operating systems, software applications, and troubleshooting processes.
• Familiarity with databases and general system architecture concepts is a plus.
• Experience with CRM or ticketing systems is preferred.
• Strong written and verbal communication skills.
• Ability to follow defined processes and apply logical problem-solving.
• Strong organizational and time management skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Detail oriented with sound judgment and decision-making ability.
• Fluent in English.

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.