Poly Technical Support Associate
New
J
JobgetherTechnical support
Listing location: India; Workplace type: Remote; Structured job location: IndiaFull-Time
Salary not disclosed
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Job Details
- Languages
- Strong proficiency in spoken and written English
- Required Skills
- Customer serviceTroubleshootingTechnical support
Requirements
- Demonstrate strong proficiency in spoken and written English and communicate technical information clearly and professionally.
- Have a basic understanding of computer systems, hardware components, networking fundamentals, and common troubleshooting procedures.
- Bring a background in Computer Science, Information Technology, computer hardware, or basic networking; this is preferred.
- Technical support, help desk, customer service, or troubleshooting experience with modern peripherals and communication devices is advantageous.
- Networking or IT support certifications are an additional advantage.
- Use analytical and problem-solving skills to investigate issues and determine appropriate solutions.
- Apply customer service and interpersonal skills when working with customers and colleagues.
- Manage assigned cases, prioritize tasks, and meet performance objectives independently.
- Collaborate with colleagues and higher-level support teams to resolve customer issues.
- Remain calm and productive under pressure while managing multiple requests.
- Be willing to work night shifts as required and adapt to a shift-based support environment.
Responsibilities
- Diagnose and troubleshoot basic hardware, software, peripheral, and networking issues for customers and partners.
- Create, document, and maintain support cases in the designated CRM system.
- Assist customers through phone, email, live chat, and other remote channels.
- Resolve first-level issues and escalate complex or unresolved cases to Tier 2 with diagnostic information.
- Guide customers to online self-service resources, knowledge bases, and web-based support solutions.
- Own assigned cases, communicate proactively with customers, monitor progress, and follow up on time.
- Meet productivity, response-time, customer satisfaction, and service quality targets while maintaining accurate documentation.
- Develop technical knowledge of communication devices, peripherals, computer systems, and networking technologies.
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