Technical Support Specialist

Provide frontline technical assistance to customers of a global technology client supported by Tele performance. Handle basic to moderate troubleshooting and ensure excellent customer experience.

Responsibilities:

Handle inbound calls/chats/emails regarding device, software, and connectivity issues

Troubleshoot account access, password resets, app errors, and basic network concerns

Log all interactions in TP ticketing tools according to client process

Follow resolution scripts, knowledge-base articles, and escalation procedures

Meet performance metrics (AHT, CSAT, FCR) as required by the client

Escalate unresolved issues to Tier 2 or specialized support teams

Requirements:

Minimum 2 years technical support/BPO experience

Good understanding of basic IT troubleshooting

Strong communication skills

Willing to work onsite/shift rotation