Technical Support Associate
About The Position
The Technical Support Associate provides analytical and operational support to the technical service team by monitoring performance metrics, managing service data, and assisting with issue resolution. This role ensures accurate documentation, trend analysis, and process improvement to enhance customer experience and team efficiency. Strategic impact: Uses knowledge-based discretion and influences others at a moderate level / performs a range of tactical, operational, and some strategic assignments related to job discipline. Knowhow: Requires working knowledge and experience in own job discipline and broadens capabilities.
Requirements
- Associate degree in Engineering, IT, or related field (Bachelor’s preferred).
- 1–3 years of experience in technical support or data analysis.
- Strong proficiency in Excel and familiarity with BI tools (Power BI, Tableau).
- Basic understanding of automated systems and ERP platforms.
- Excellent analytical, organizational, and communication skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
Responsibilities
- Support frontline teams by researching and documenting solutions for common issues.
- Assist in troubleshooting basic technical problems under guidance from Professionals or Experts.
- Ensure accurate and timely updates in ERP and ticketing systems (SAP, Oracle, Jira).
- Create and maintain knowledge base articles and troubleshooting guides.
- Ensure all service activities are properly logged and documented for compliance.
- Assist in developing training materials for new processes and tools.
- Provide status updates to customers on non-critical issues when required.
- Support communication between technical teams and customers for data-driven insights.
- Help ensure customer satisfaction through accurate and timely information.
- Participate in process improvement initiatives using Lean or Six Sigma principles.
- Suggest automation opportunities for reporting and ticket management.
- Contribute to system reliability and performance improvement projects.
Benefits
- Career Development
- Competitive Compensation and Benefits
- Pay Transparency
- Global Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
