Technical Support Agent - NOKE

The Technical Support Agent serves as a frontline technical resource responsible for delivering timely, accurate, and customer-focused support to users experiencing technical issues.

This role involves diagnosing and resolving problems across phone, email, and chat channels while clearly communicating solutions and next steps to customers with varying levels of technical knowledge.

Successful agents balance strong troubleshooting skills with efficiency, sound judgment, and professionalism, contributing directly to customer satisfaction, resolution quality, and reduced repeat contacts or unnecessary escalations.

• Diagnose, troubleshoot, and resolve technical issues involving hardware, software, or system functionality using established support processes and tools.
• Accurately document customer issues, troubleshooting steps, and resolutions in the ticketing system to ensure proper 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 as needed, ensuring clarity and accuracy throughout the interaction.
• Provide clear customer education on product use and preventative best practices to reduce repeat issues and future contacts.
• Stay current on product updates, known issues, and support procedures to maintain effective and consistent resolution quality.
• Other duties as assigned.

• High school diploma or equivalent required; an associate or bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
• 1–3 years of experience in a technical support, help desk, or customer-facing technical role is preferred, with demonstrated ability to troubleshoot and resolve technical issues in a structured environment.