Technical Support Representative (Blended Account)

Job Summary We are seeking a customer-focused and technically proficient Technical Support Representative to assist customers with product and service inquiries, troubleshoot technical issues, and provide excellent customer support across various channels. The ideal candidate possesses strong communication skills, problem-solving abilities, and a commitment to delivering a positive customer experience. Key Responsibilities Respond to customer inquiries via phone, email, chat, and other support channels. Diagnose and troubleshoot technical issues related to products, software, hardware, or services. Provide step-by-step guidance to customers in resolving technical concerns. Document customer interactions, issues, and resolutions accurately in the system. Escalate complex technical problems to higher-level support teams when necessary. Handle billing, account management, and general customer service concerns. Meet quality assurance, productivity, and customer satisfaction targets. Educate customers on product features, updates, and best practices. Follow company policies, procedures, and data privacy guidelines. Perform basic sales or upselling activities when required by the account. Qualifications High school diploma or equivalent; college education is an advantage. Previous experience in customer service, technical support, or a BPO/call center environment is preferred. Strong verbal and written English communication skills. Basic understanding of computer systems, internet connectivity, and common software applications. Excellent troubleshooting and analytical skills. Ability to multitask and manage multiple customer interactions efficiently. Willingness to work rotating shifts, weekends, and holidays if required. Proficiency in using CRM, ticketing, and support tools. Preferred Skills Experience supporting internet, telecommunications, software, or technology products. Knowledge of operating systems such as Windows, macOS, Android, or iOS. Familiarity with remote troubleshooting tools. Strong customer service orientation and empathy.