Associate- Customer Support
Core
First point of contact for users seeking assistance with hardware, software, basic troubleshooting, and academic service inquiries.
Role type
Tier-1 Support Agent
Builds
Resolves routine technical and student service issues to ensure user access to systems and services.
Domain
Education technology and student services
Deliverable
client delivery
Required skills
ticketing systems, hardware troubleshooting, software troubleshooting, LMS platforms, academic service knowledge, communication, prioritization, documentation, structured workflows
Responsibilities
Answer, evaluate, and prioritize incoming support requests across phone, email, and chat; Provide Tier-1 troubleshooting for password resets, printer setup, break/fix instructions, LMS access, and basic technical issues; Conduct user interviews to gather problem details and guide them through diagnostic steps; Recognize, research, isolate, resolve, and follow up on routine issues; Escalate complex cases to Tier 2/3 or appropriate teams; Log all interactions in the ticketing system and maintain detailed documentation; Generate standard reports such as Contact Center incident summaries.
