Technical Support Agent (TSA) - Tier 1 SPA

📋 Description

• Provide technical support and customer service through inbound calls, outbound calls, email, chat
• Capture and validate customer information, product details, warranty entitlement, and case data
• Review customer history and previous interactions to support effective issue resolution
• Diagnose, troubleshoot, and resolve customer-reported hardware, software, networking, and system
• Apply logical troubleshooting techniques to identify root causes and determine appropriate
• Manage customer case status requests and provide accurate updates and next steps

🎯 Requirements

• High School Diploma required
• Technical Vocational Course in Computer Maintenance and Repair, Information Technology, Systems
• College degree preferred
• Minimum one (1) year of experience in a technical support, help desk, service desk, IT support, or
• Experience supporting customers in a customer-facing environment required
• Experience supporting customers through multiple channels such as voice, email, chat, e-ticketing