Technical Support Agent - NOKE

Janus International Group • Temple, GA

3d

About The Position

The Technical Support Agent serves as a frontline technical resource, delivering timely, accurate, and customer-focused support to users experiencing technical issues. The role diagnoses and resolves problems across phone, email, and chat channels and communicates solutions and next steps clearly to customers with varying levels of technical knowledge. Successful agents combine troubleshooting skills with efficiency, sound judgment, and professionalism to support customer satisfaction, resolution quality, and fewer repeat contacts or unnecessary escalations.

Requirements

• High school diploma or equivalent.
• Working knowledge of mobile devices, including smartphones and tablets, and ability to troubleshoot mobile applications, operating system behaviors, connectivity issues, and common user-impacting defects.
• Introductory understanding of wired and wireless networking concepts, including Wi-Fi, Bluetooth, basic IP concepts, and connectivity troubleshooting.
• Familiarity with desktop operating systems and general hardware concepts, and ability to follow structured troubleshooting methodologies.
• Experience using ticketing or case management systems to accurately document issues, actions taken, and resolutions.

Nice To Haves

• Associate or bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1–3 years of experience in technical support, help desk, or a customer-facing technical role, with demonstrated ability to troubleshoot and resolve technical issues in a structured environment.
• Bilingual proficiency in English and Spanish.
• CompTIA A+ certification.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues involving hardware, software, or system functionality using established support processes and tools.
• Document customer issues, troubleshooting steps, and resolutions in the ticketing system to support tracking and follow-up.
• Escalate complex or unresolved issues to appropriate higher-level support or engineering teams, providing clear and complete case details.
• Guide customers through setup, configuration, or corrective steps, ensuring clarity and accuracy.
• Educate customers on product use and preventative best practices to reduce repeat issues and future contacts.
• Stay current on product updates, known issues, and support procedures.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED