Technical Support Associate

Tech Mahindra; Atlanta (GA); Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Work from home (WFH)

Rotating shifts ( evenings, weekends,

holidays

Job summary

Tech Mahindra is seeking a Technical Service Representative who acts as the first point of contact for technical issues, delivering timely customer support via phone, chat, email, and portal while working remotely.

The role requires 1+ year in customer service or IT service desk, strong English communication, ability to multitask, and adherence to security guidelines and SLAs.

Qualifications

• 1+ year of experience in Customer Service, Call Center, or IT Service Desk roles.
• Experience using ticketing or service desk tools preferred.
• Strong verbal and written English communication skills.
• Ability to multitask and perform effectively in a high‑volume support environment.
• Customer-focused mindset with strong attention to detail.

Responsibilities

• Provide first‑level technical support via phone, chat, email, and portal
• Accurately log, update, and manage incidents in the ticketing system
• Assign priorities and escalation unresolved issues following defined procedures
• Follow established knowledge articles, SOPs, and security guidelines
• Meet individual and team performance targets for quality, productivity, and SLAs

Skills

Customer Service

English Proficiency

Multitasking

Tools

Ticketing systems

Job description

The Technical Service Representative serves as the first point of contact for technical issues. This role focuses on delivering timely, high‑quality customer support through troubleshooting, first‑call resolution, accurate documentation, and escalation as needed in a fast‑paced service desk environment.

• Work from Home (WFH)
• Rotating shifts including evenings, weekends, and holidays

Role and Responsibilities:

• Provide first‑level technical support via phone, chat, email, and portal
• Accurately log, update, and manage incidents in the ticketing system
• Assign priorities and escalation unresolved issues following defined procedures
• Follow established knowledge articles, SOPs, and security guidelines
• Meet individual and team performance targets for quality, productivity, and SLAs

Qualifications:

• 1+ year of experience in Customer Service, Call Center, or IT Service Desk roles
• Experience using ticketing or service desk tools preferred
• Strong verbal and written English communication skills
• Ability to multitask and perform effectively in a high‑volume support environment

Customer‑focused mindset with strong attention to detail

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [e-mail]

We do not use artificial intelligence (AI) to screen, assess, or select applicants for this position. This is a new position.