Respond to customer inquiries via phone, chat, and email in a timely and professional manner
Provide basic technical support for software, user access, and general system navigation
Create, update, and resolve support tickets using our ticketing system
Escalate complex issues to appropriate internal teams when necessary
Document all customer interactions and troubleshooting steps accurately
Follow standard operating procedures and contribute to knowledge base updates

General knowledge of PCs and software applications (Excel, Java, HTML knowledge is a plus)
Prior experience in a technical support or customer service role preferred
Familiarity with ticketing systems and tools (e.g., Zendesk, Freshdesk) is an asset
Knowledge of FileZilla and FTP clients is a plus
Strong written and verbal communication skills
Ability to work independently and troubleshoot effectively

Technical Support Representative

Key skills