Technical Support Representative

About the role

Technical Support Associate role focused on providing post-market support to customers after they have started using products. You will make proactive outbound calls to customers, listen for what they are saying and not saying, and understand the issue behind the issue. You will help customers work through friction, confusion, or dissatisfaction so they can continue using the product with confidence.

Key responsibilities

• Make proactive outbound calls to customers after they have started using products to provide post-market support
• Listen for what the customer is actually saying and what they are not saying, and understand the issue behind the issue
• Help customers work through friction, confusion, or dissatisfaction so they can continue using the product with confidence
• Resolve questions within approved procedures and intake of complaints based on strict guidelines
• Document every interaction in CRM and case tools so the next person picking up the customer has what they need
• Own your follow ups and close the loop with the customer and internal teams
• Recognize signals that a customer may be at risk of disengaging and act on them within scope of role
• Share patterns you are hearing from customers with team leads, quality, training, and operations
• Handle sensitive customer information with care and always follow privacy and compliance expectations
• Stay calm and professional with customers who are upset, anxious, or considering discontinuing use

Qualifications:

• 3 to 5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, or retention support
• Experience supporting customers by phone in a structured service environment
• Strong verbal and written English communication skills
• Working experience with CRM, case management, ticketing, or knowledge base tools
• Proven ability to manage follow ups and close the loop with customers and internal teams
• Strong listening, problem solving, and de-escalation skills
• Comfort working within defined procedures, quality standards, and operational metrics
• Ability to work scheduled shifts aligned to business and customer needs