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Technical Support Agent - NOKE

Temple, GA, US • Posted 1 day ago • Updated 7 hours ago

Full Time

On-site

Fitment

Dice Job Match Score™

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Job Details

Skills

Problem Solving
Customer Satisfaction
Issue Tracking
Clarity
Computer Science
Information Technology
Technical Support
Help Desk
Customer Facing
Mobile Devices
Smartphones
Tablet
Mobile Applications
Wireless Networking
Wireless Communication
Bluetooth
Intellectual Property
IP
Communication
Operating Systems
Computer Hardware
Management
Bilingual
English
Spanish
CompTIA
System Integration Testing

Summary

Overview

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.

Responsibilities

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.

Qualifications

JOB SPECIFICATIONS:

Experience Level

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.

Technical Abilities

Working knowledge of mobile devices, including smartphones and tablets, with the ability to troubleshoot mobile applications, operating system behaviors, connectivity issues, and common user-impacting defects.
Introductory understanding of wired and wireless networking concepts (e.g., Wi Fi, Bluetooth, basic IP concepts, connectivity troubleshooting) sufficient to identify common causes of access or communication issues.
Familiarity with desktop operating systems and general hardware concepts, with the ability to follow structured troubleshooting methodologies
Experience using ticketing or case management systems to document issues, actions taken, and resolutions accurately.
Bilingual proficiency in English and Spanish is a plus.
Certification with CompTIA A+ is a plus.

PHYSICAL REQUIREMENTS:

Regularly required to sit, stand, and walk.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91125624
Position Id: e0b6560e802030066b70482be8862246
Posted 1 day ago

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