Technical Support Representative

Technical Support Representative L0

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

As a Level 0 Technical Support Representative, you will be the first point of contact for customers seeking technical assistance. The role involves addressing basic technical issues, providing troubleshooting guidance.

Primary Responsibilities:

• Case Management & Resolution:
  • Manage and resolve a high volume of basic, well-documented technical inquiries and service requests via email.
  • Execute clear, step-by-step procedures to fulfill routine requests (e.g., password resets, data resyncs, configuration changes).
  • Maintain accuracy and efficiency in all case handling, adhering to defined processes.
• Knowledge-Centered Service (KCS) Adherence:
  • Resolve cases by diligently leveraging our existing Resource Hub (knowledge base).
  • Identify and accurately report any inaccuracies, gaps, or unclear information within existing knowledge articles to the Core Team for review and updating.
• Issue Capture & Escalation:
  • Identify technical issues or customer inquiries that fall outside of documented solutions or your defined scope.
  • Capture all relevant customer and system information (e.g., error messages, steps to reproduce, user details) clearly and concisely.
  • Accurately escalate unresolved technical issues to the L1 Core Team for advanced troubleshooting and resolution, ensuring a smooth handoff.
• Customer Communication:
  • Communicate clearly, empathetically, and professionally with customers via email throughout the case lifecycle.
  • Provide guidance and resolutions that are easy for customers to understand, regardless of their technical background.

Qualifications:

• Soft Skills:
  • Proactive approach
  • Empathetic individuals
  • Problem-solving skills
  • Organizational skills
  • Multitasking
• Hard Skills:
  • Basic computer skills
  • Excellent verbal and/or written communication skills
  • Basic knowledge of industry-specific software/tools
  • Familiarity with company-specific software/tools
  • Ability to convey technical information clearly
• Education:
  • High school diploma or equivalent; additional education in a technical field is a plus.
  • Certifications in relevant technologies or products are a plus
• Work Experience:
  • 1+ year of experience in a technical support or service role
• Technical Skills:
  • Experience working with CRM, any ticket system is preferred
  • Basic troubleshooting skills