A Technical Support Representative (Blended Account) provides technical assistance to customers by resolving hardware, software, and network-related concerns through multiple communication channels, including phone, email, and live chat. The role involves troubleshooting technical issues, guiding customers through solutions, and ensuring a high level of customer satisfaction.

Key Responsibilities:

- Provide technical support to customers via inbound voice calls, email, and live chat in a professional and timely manner.
- Diagnose and resolve hardware, software, operating system, and network connectivity issues.
- Guide customers through step-by-step troubleshooting, product setup, configuration, and feature usage.
- Accurately document customer interactions, troubleshooting steps, and resolutions in the CRM or ticketing system.
- Escalate complex or unresolved technical issues to the appropriate Tier 2 or Tier 3 support teams.
- Conduct follow-ups, when necessary, to ensure customer issues have been fully resolved and customer satisfaction is achieved.

Qualifications:

- At least 6 months to 1 year of experience in Technical Support or in BPO/Call Center environment.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written English communication skills.
- Willing to work onsite and on a shifting schedule, if required.
- Ability to handle multiple communication channels while maintaining quality service.