Are you a customer-focused problem solver with strong technical troubleshooting skills?
We are looking for a Tier 1 Customer Support Representative to join our team and provide frontline support to customers using our products and platforms.
You’ll be the first point of contact for customers, helping them resolve technical and non-technical issues while delivering a professional, positive and efficient support experience.
What You'll Do
Provide frontline technical support for our products and platforms
Troubleshoot hardware, software and operating-system issues
Assist customers with orders, shipments, appointments, returns, RMAs and warranty queries
Support customers via phone, email and chat
Diagnose issues, follow established troubleshooting processes and provide effective solutions
Accurately document customer interactions, troubleshooting steps and resolutions
Keep customers informed throughout the support process
Identify issues requiring advanced technical assistance and escalate appropriately
Work closely with internal teams to resolve customer issues
Manage multiple customer requests in a high-volume support environment
Consistently meet agreed performance, quality and customer satisfaction KPIs
What We're Looking For
The ideal candidate will have:
2+ years of technical support experience
3+ years of professional computer troubleshooting experience
Experience in technical support, service desk, desktop support or IT support
Strong practical troubleshooting skills across hardware, software, operating systems and business applications
Experience with Windows, ChromeOS, iOS, Android, macOS and Microsoft Office
Experience using ticketing systems and remote-support tools
Excellent written and verbal English communication skills
The ability to explain technical issues clearly to non-technical customers
Strong problem-solving and critical-thinking skills
Excellent organisation and the ability to prioritise multiple requests
A calm, professional and customer-focused approach
Why You'll Succeed in This Role
You’ll thrive in this position if you enjoy solving problems, helping people and working in a fast-paced environment. You should be confident troubleshooting technical issues while remaining patient, professional and approachable when assisting customers who may not be technically experienced.
