Associate Technical Support- (English and French)
Candidate is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.
Associate Technical Support Characteristics:
Basic technical background
Strong analytical and problem-solving skills
Excellent written communication, verbal and listening skills
Strong customer relation skills
Ability to handle multiple priorities/tasks
Fluent in English & French
Associate Technical Support Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance.
- Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.
- Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
- Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
- Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.
- Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.
- Collaborate with other teams, including Network Operations, Customer Service, Devsupport and etc. to address customer issues comprehensively and ensure a seamless customer experience.
- Use knowledge base, tools and other resources to assist in problem resolution.
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
