Technical Support Associate
2 hours ago
Tire 1:
Provide frontline technical assistance to customers of a global technology client supported by Tele performance. Handle basic to moderate troubleshooting and ensure excellent customer experience.
Responsibilities:
• Handle inbound calls/chats/emails regarding device, software, and connectivity issues
• Troubleshoot account access, password resets, app errors, and basic network concerns
• Log all interactions in TP ticketing tools according to client process
• Follow resolution scripts, knowledge-base articles, and escalation procedures
• Meet performance metrics (AHT, CSAT, FCR) as required by the client
• Escalate unresolved issues to Tier 2 or specialized support teams
Tire 2:
Provide advanced troubleshooting for escalated cases from Tier 1. Support client systems and ensure timely resolution of technical problems.
Responsibilities:
• Handle escalated issues involving OS, software configuration, and network troubleshooting
• Perform remote access resolution and advanced diagnostics
• Work closely with engineering/Tier 3 teams for complex incidents
• Create and update knowledge base articles used by Tier 1
• Ensure SLA compliance and resolution quality
• Provide coaching and technical guidance to Tier 1 teams
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