Technical Support Associate Job Description

Technical Support Associate Job Description

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Technical support associate provides technical guidance on technologies including Windows Server operating systems, desktop operating systems, ZOLL software and hardware.

Technical Support Associate Duties & Responsibilities

To write an effective technical support associate job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support associate job description templates that you can modify and use.

Sample responsibilities for this position include:

Proactively communicate with customers, from analysis through resolution, to keep them informed of status
Perform any and all duties as assigned by management to include
Accepts support calls and self-service tickets from stores, providing Tier 1 and Tier 2 support and troubleshooting for all technology hardware and software utilized for our retail locations
Works Self Service tickets from SSC Queue during low volume times and between inbound calls
Strives for first call first call resolution on every call to meet team KPI standards
Completes quality work orders timely and efficiently to provide the best support for our retail locations
Attends and actively participates in team and departmental meetings
Responsible for product/technical support
Someone who can provide new user orientation, education and installation assistance
A sharp intellect and inquisitive nature, along with strong interpersonal and communication skills

Technical Support Associate Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Technical Support Associate

List any licenses or certifications required by the position: ITIL, RHCE, CCNA, CWNA, MCITP, MCSE, CTS, ACMT, HP, MCP

Education for Technical Support Associate

Typically a job would require a certain level of education.

Employers hiring for the technical support associate job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Technical, Education, Engineering, Computer, Associates, Information Technology, Science, Technology, Business

Skills for Technical Support Associate

Desired skills for technical support associate include:

Commercially standard software applications and major desktop operating systems
Windows operating system environment
Apple computers and operating systems
Area of expertise
Microsoft Operating systems
Networking switches and data networks
Especially XP
Tools and processes by the role
Client technical systems
Customer service principles and practices

Desired experience for technical support associate includes:

Understanding of Windows and Linux OS
Understanding of Network Administration
Experience working Overnight Shift hours
Must be enrolled in or recently graduated from a CIS Program, PC/LAN Support Program, A+ Certification Program, or an equivalent program
Good customer service skills are a necessary component of the job
Basic understanding of telecommunications industry and vendor equipment

Technical Support Associate Examples

1

Technical Support Associate Job Description

Job Description Example
Our company is searching for experienced candidates for the position of technical support associate. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for technical support associate
  • Escalate customer inquiries to Tier 2, Team Lead, Manager and/or Sr
  • Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
  • Provide remote infrastructure support delivery and performing problem cause analysis
  • Anticipate customer needs and effectively addressing concerns related to their issue or resolution
  • Provide direct technical assistance to customers via phone, email, and chat
  • The ability to effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention
  • Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
  • Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
  • Issue return material authorization to customers for nonconforming products
  • Report all activities for technical support through SALESFORCE software, for accurate accounting of issues and problems
Qualifications for technical support associate
  • Creation/Adaption of data models using SQL Developer Data Modeler
  • Analyzing existing data structures and PL/SQL packages
  • Knowledge of Oracle Database Concepts, Analytical Functions
  • Experience running live presentations or productions
  • Proficient computer software skills, understanding of SQL is a plus
  • Proficient (written and verbal) Cantonese and/or Bahasa Melayu
2

Technical Support Associate Job Description

Job Description Example
Our innovative and growing company is hiring for a technical support associate. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support associate
  • Troubleshoot operating system and hardware issues
  • Communicate effectively with both unskilled and skilled PC users
  • Provide technical support and set up for our clients regarding our Fraud, Chargeback, and Payment Gateway functionalities
  • Troubleshooting client issues connecting to our systems
  • Create documentation and share with colleagues and/or clients when appropriate and necessary
  • Configure Fraud Analyst user interface to client’s specifications
  • Work closely with clients to identify new features and functionality for Interceptas
  • Work closely with Accertify Subject Matter Experts to evaluate and identify emerging technologies/fraud trends and adopt new approaches and features as needed
  • Shadow”, mentor and cross train with team members
  • Develop a strong relationship with clients to deliver exceptional service and ensure that expectations are exceeded
Qualifications for technical support associate
  • Should be proficient with Computers
  • Should be proficient with typing skills with high accuracy
  • Should hold a Bachelor’s Degree
  • Some College or Technical School preferred or equivalent related experience
  • Prefer prior experience or familiarity with customer service ticketing systems
  • Ability to listen and accurately track and collect information
3

Technical Support Associate Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of technical support associate. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support associate
  • Effectively communicate complex technical issues to customers and elevate unknown or undocumented issues to Subject Matter Experts and Senior Technical Support Engineers, providing detail description of problems along with steps taken to analyze the problem
  • While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business
  • Works on the Global technical management/Implementation teams
  • Creation of SSR orders for customers in BT system and tool’s
  • Understanding & using the SSR cateloge to ensure right services are selected for order creation
  • Use tools and systems to produce details
  • Use the defined SSR process for SSR management
  • Orders queue management
  • To deliver operational service in 24/5 work environment
  • Direct engagement with the end client for clarification of information/conformation of completion of request
Qualifications for technical support associate
  • 1 plus years of POS help desk experience
  • Must have knowledge of how to use word processing, spreadsheet and database computer programs
  • Must have the knowledge to read manufacturing prints, bills of materials and manufacturing routes
  • Bachelor's degree in Engineering or equivalent specific product experience
  • Ability to work within several platforms simultaneously
  • Ability to read and analyze reports
4

Technical Support Associate Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of technical support associate. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support associate
  • Attend and actively participate in 1-2 technical trainings, per year
  • Mentor Associate Technical Support Specialists to improve their hardware skills, their understanding of and comfort in discussing company products and services with customers
  • Provide 1-2 in-house technical trainings, per year, to Associate Technical Support Specialists
  • Manage mobile device inventory, ensuring that returned devices are wiped and correctly recorded into inventory
  • Provide guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT
  • Respond to client staff's inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT
  • Record inquiries, repair and service requests, resolve or direct requests to appropriate technical area or vendor, track status and follow up to ensure client satisfaction
  • Consult with senior staff when solution is unclear
  • Report problems with procedures and make suggestions for improvements
  • Researches and pursues relevant training opportunities to ensure a broad awareness of current and emerging technical solutions
Qualifications for technical support associate
  • Basic knowledge of Windows Server 2008 and file shares
  • Windows 2003/2008 Active Directory for user account creation and maintenance
  • Demonstrated proficiency in communicating complex and technical information clearly and concisely in language and terminology that fits the needs of the customer
  • Fundamental understanding of Internet connectivity, networking terminology, web (HTTP) and e-mail (POP/SMTP) protocols
  • Proficient in various operating systems including Mac(Apple), Microsoft Office with working knowledge of Windows 98, ME, NT, XP and e-mail systems such as Exchange, Notes or GroupWise, Windows 7 and Vista
  • Ability to diagnose, troubleshoot and resolve complex data/cellular issues
5

Technical Support Associate Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of technical support associate. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support associate
  • Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to resolve
  • Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records
  • Review, prioritise and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures
  • Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company
  • To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience
  • Provide technical support over phone and/or web to customers on hardware and software issues
  • Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
  • Determines requirements and/or root cause of technical issues by working with customers
  • Ensure escalation situations are managed and corrected quickly and professionally
  • Drive customer satisfaction through service excellence
Qualifications for technical support associate
  • Resolve routine customer problem on timely basis
  • Graduate in any discipline (15 years + Education)
  • Working knowledge of PC including hardware, installations, troubleshooting, conflicts
  • Knowledge of Windows 7/8/10 and their respective Internet dialers and TCP/IP stacks
  • Knowledge of multiple Internet applications, TCP/IP, ADSL and DNS
  • Basic Knowledge of Mail Severs, Dial-up Servers and basic knowledge of Name and Authentication Servers

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