Technical Support Associate

📋 Description

• Provide first-line technical support to enterprise customers via live chat.
• Gather and document issue details for accurate case creation.
• Apply standard troubleshooting with guidance from senior teammates.
• Escalate complex issues with clear diagnostics to engineering.
• Reproduce issues in internal environments to support investigations.
• Follow up with customers to confirm resolution.
• Maintain clear, professional customer communication.
• Document solutions and learnings for internal knowledge sharing.

🎯 Requirements

• 1 to 3 years' technical support or customer-facing experience
• Strong interest in software and systems troubleshooting
• Confident communicator who explains tech to non-technical users
• Experience with Intercom, Jira, or Salesforce
• Highly organized with strong analytical and problem-solving skills
• Collaborative team player contributing to continuous improvement