Technical Support Agent

Key Responsibilities

• Handle inbound and outbound calls to support customers with technical issues efficiently and courteously.

• Diagnose, troubleshoot, and resolve system, hardware, and software problems via remote desktop sessions.

• Provide step-by-step technical guidance to customers to ensure issue resolution during the first contact.

• Record all interactions, issues, and resolutions in the company CRM or ticketing tools.

• Process customer payments securely through authorized payment gateways.

• Escalate unresolved issues to the next level of support and follow up to ensure proper closure.

• Maintain high standards of customer satisfaction by adhering to company service-level requirements.

Requirements

• Minimum 2 years of experience in providing technical support via remote sessions (PC, laptop, or mobile).

• Proven experience handling both inbound and outbound technical calls.

• Prior experience in processing online payments or transactions securely.

• Strong communication skills in English (both written and verbal).

• Must have a stable high-speed internet connection (minimum 200 Mbps).

• Must own a 5G-enabled laptop or computer suitable for remote working.

• Ability to work in rotational shifts and flexible rostered offs as per business requirements.

• Strong problem-solving and multitasking abilities with a customer-oriented approach.

Preferred Skills

• Familiarity with remote desktop tools, CRM systems, and ticketing platforms.

• Basic networking knowledge and understanding of operating systems.

• Customer service certification or prior work in a BPO/Tech Support environment.

Compensation

Competitive salary based on experience and skill level, along with additional performance-based incentives.

• It is a Full Time Hardware / Network Engineer job for candidates with 1 - 6 years of experience.