Are you passionate about tech? Thrive on solving problems? Do you love seeing customers satisfied? Then join our vibrant team as a Technical Support Advisor! You'll be the frontline superhero, tackling inquiries (from basic to brain-bending!) and ensuring seamless experiences in responding to basic/complex inquiries of a technical nature including hardware/software, or other designated client products.

As a Technical Support Advisor, you'll be our valued customers' first point of contact, ensuring their success with our products/services. You'll wear many hats – troubleshooting technical issues, providing clear guidance, and going the extra mile to delight users. You will play a critical role in ensuring customer satisfaction and driving positive brand experiences.

Essential Functions/Core Responsibilities

• Provide prompt and accurate technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot basic to complex technical customer issues; including hardware, software, networking, or other designated client products
• Research and identify solutions to complex technical problems using knowledge base resources and escalation pathways.
• Document and escalate unresolved issues to higher-level support teams.
• Maintain detailed records of customer interactions and support activities.
• Proactively identify and address potential customer issues to prevent escalations.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Serve as a resource to other support personnel  
• Participate in ongoing training and development to stay abreast of the latest technology advancements.
• Collaborate effectively with internal teams (e.g., engineering, product development) to resolve technical problems and improve product usability.
• Maintain a professional and positive demeanor while interacting with customers, even in challenging situations.
• Participate in activities designed to improve customer satisfaction and business performance