Poly Technical Support Associate

Jobgether SRL; India; Presencial; INR 350 000 - 520 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Career development

Technical upskilling

International work environment

Exposure to innovative technology

Professional growth

Full-time employment

Resumo da oferta

Jobgether SRL in India is seeking a Poly Technical Support Associate to deliver first-level technical support to customers and partners. You will troubleshoot basic hardware, software, and networking issues, manage cases remotely, and escalate where needed.

The role emphasizes customer focus, problem-solving, and continuous learning in a dynamic international environment. Night shifts may be required; strong English communication is essential.

Qualificações

• Strong English communication, written and spoken.
• Background in computer science, information technology, computer hardware, or basic networking preferred.
• Experience in technical support, help desk, or customer service is advantageous.
• Basic understanding of computer systems, hardware components, networking fundamentals, and troubleshooting procedures.
• Technical certifications in networking or IT support are a plus.

Responsabilidades

• Provide first-level technical support to customers and partners.
• Create, document, and maintain support cases in the designated CRM system.
• Offer remote assistance via phone, email, live chat and other channels.
• Investigate and resolve issues within first-level scope; escalate to Tier 2 when needed.
• Encourage use of online self-service resources and knowledge bases.
• Take ownership of cases, communicate proactively, and follow up per procedures.
• Meet productivity, response-time, and customer satisfaction targets.
• Develop technical knowledge of devices, peripherals, and networking technologies.

Conhecimentos

English proficiency

CS/IT background

Technical support experience

Networking basics

IT/networking certifications

Analytical skills

Customer service orientation

Time management

Team collaboration

Problem-solving

Descrição da oferta de emprego

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Poly Technical Support Associate based in India.

As a Poly Technical Support Associate, you will be responsible for delivering reliable first-level technical support to customers and business partners, helping them resolve technical issues and maintain seamless communication experiences. You will troubleshoot basic hardware, software, and networking concerns while guiding users toward effective solutions. The role involves managing customer cases, providing remote assistance through phone, email, and live chat, and ensuring timely resolution or escalation of technical problems. You will contribute to customer satisfaction by taking ownership of assigned cases and maintaining high service standards. Working in a dynamic, international environment, you will collaborate with internal support teams while continuously developing your technical expertise. This opportunity is ideal for a customer-focused professional who enjoys problem-solving, learning new technologies, and building a career in technical support.

Accountabilities

• First-Level Technical Support: Provide initial technical assistance to customers and partners, diagnosing and troubleshooting basic hardware, software, peripheral, and networking issues.
• Customer Case Management: Create, document, and maintain support cases in the designated Customer Relationship Management (CRM) system, ensuring that customer concerns, requirements, and progress updates are accurately recorded.
• Remote Customer Assistance: Support customers through phone-based interactions, email support, live chat, and other remote assistance channels, providing clear guidance and practical solutions.
• Issue Resolution and Escalation: Investigate reported problems, resolve issues within the scope of first-level support, and elevate complex or unresolved cases to Tier 2 support teams with complete diagnostic information.
• Self-Service Guidance: Encourage customers to use online self-service resources, knowledge bases, and web-based support solutions to resolve common technical issues efficiently.
• Case Ownership and Follow-Up: Take responsibility for assigned cases, proactively communicate with customers, monitor progress, and ensure timely follow-up in accordance with established service procedures.
• Performance and Service Quality: Meet defined productivity, response-time, customer satisfaction, and service quality targets while maintaining accurate documentation and professional communication.
• Continuous Learning: Develop technical knowledge of communication devices, modern peripherals, computer systems, and networking technologies to strengthen troubleshooting capabilities and prepare for more advanced technical responsibilities.

Requirements

• Strong proficiency in spoken and written English, with the ability to communicate technical information clearly and professionally to customers and colleagues.
• A background in Computer Science, Information Technology, computer hardware, or basic networking is preferred.
• Previous experience in technical support, help desk operations, customer service, or troubleshooting modern peripherals and communication devices is an advantage.
• Basic understanding of computer systems, hardware components, networking fundamentals, and common technical troubleshooting procedures.
• Technical certifications, particularly in networking or IT support, are considered an additional advantage.
• Strong analytical and problem-solving skills, with the ability to investigate issues, assess available information, and determine appropriate solutions within established procedures.
• Excellent customer service and interpersonal skills, with a customer-focused mindset and the ability to build positive relationships with internal and external stakeholders.
• Self-motivation, independence, and effective time management skills, including the ability to manage assigned cases, prioritize tasks, and meet performance objectives.
• A collaborative attitude and willingness to work with colleagues and higher-level support teams to resolve customer issues efficiently.
• The ability to remain calm and productive under pressure while managing multiple requests and maintaining service quality.
• Willingness to work night shifts as required by business operations and to adapt to a shift-based support environment.

Benefits

• Career development: Access to technical development opportunities and career advancement programs.
• Technical upskilling: Opportunities to strengthen troubleshooting skills and expand knowledge of computer hardware, networking, peripherals, and communication technologies.
• International work environment: Collaborate with colleagues and customers across diverse teams and professional backgrounds.
• Innovative technology exposure: Gain experience supporting modern communication solutions and collaboration technologies.
• Professional growth: Build a foundation for progression into advanced technical support, networking, or other IT-related roles.
• Full-time employment: Join a structured technical support environment with defined responsibilities, performance objectives, and opportunities to develop professionally.

We appreciate your interest and wish you the best!