Technical Support Representative RM Jobs in New York, NY at Top Level Consultancy

Technical Support Representative

We are seeking a customer-focused Technical Support Representative to assist clients with technical issues related to our products and services. The ideal candidate will have strong communication skills, a problem-solving mindset, and the ability to deliver exceptional support experiences.

• Provide first-level technical support to customers via phone, email, or chat.

• Diagnose and resolve software, hardware, and connectivity issues.

• Guide customers through step-by-step troubleshooting processes.

• Document all support interactions, issues, and resolutions in the ticketing system.

• Escalate unresolved problems to higher-level support teams when necessary.

• Collaborate with product and engineering teams to identify recurring issues.

• Ensure high levels of customer satisfaction and timely issue resolution.

• Stay updated on product features, updates, and best practices.

• Bachelor’s degree/diploma in IT, Computer Science, or related field (or equivalent experience).

• 1–3 years’ experience in technical support, helpdesk, or customer service roles.

• Strong knowledge of operating systems (Windows/Mac), networking basics, and troubleshooting techniques.

• Excellent communication and interpersonal skills.

• Ability to work in a fast-paced, customer-centric environment.

• Strong documentation and multitasking skills.

• Experience with ticketing systems (Zendesk, JIRA, ServiceNow, Freshdesk, etc.).

• Certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified.

• Exposure to SaaS, cloud services, or CRM tools.