Technical Support Representative

Job Summary

A company is looking for a Resolution Support Representative to provide technical support to end users.

Key Responsibilities

• Act as the primary point of contact for customer support issues, handling first and second-level tickets via chat, email, and phone
• Diagnose and troubleshoot technical issues related to telemedicine-specific video calls and desktop/user problems
• Maintain accurate records of troubleshooting steps and resolutions to improve cross-team knowledge sharing

Required Qualifications

• 3-5 years of technical support or help desk experience, preferably in SaaS or telehealth
• Bachelor's degree in Computer Science or a related field preferred
• Relevant IT certifications such as CompTIA A+ or Network+ preferred
• Proven technical troubleshooting expertise with hardware, software, and network issues across multiple operating systems
• Strong understanding of modern internet infrastructure and analytical problem-solving skills