SeniorTechnicalSupportAssociate

## Accountabilities You will be responsible for delivering end-to-end technical and customer support across multiple communication channels while ensuring service quality and resolution efficiency. Provide responsive support via phone, chat, email, and web channels, ensuring a high-quality customer experience across all interactions Troubleshoot and resolve technical, product, and account-related issues, focusing on first-contact resolution whenever possible Navigate multiple systems simultaneously to research, diagnose, and resolve customer concerns effectively Accurately document all interactions, updates, and resolutions within ticketing and CRM systems Manage high volumes of inbound requests while maintaining accuracy, professionalism, and efficiency Escalate complex or unresolved issues to appropriate teams to ensure timely resolution and customer satisfaction Requirements: The ideal candidate is technically capable, detail-oriented, and comfortable working in a high-volume, remote support environment that requires strong communication and multitasking skills. Experience in customer-facing technical support or help desk environments preferred Familiarity with Apple devices, Windows 11, and Microsoft Office applications Strong troubleshooting and problem-solving skills with the ability to work across multiple systems Excellent written and verbal communication skills with a customer-first mindset Ability to manage high-volume inbound interactions in a structured, performance-driven setting Comfort working flexible schedules, including weekends as needed Basic technical requirements including a quiet workspace and reliable high-speed internet meeting defined performance thresholds Ability to complete identity verification (CLEAR™) and use multi-factor authentication tools (Okta/MFA) for secure system access High school diploma or equivalent required; additional technical certifications (e.g., Apple support certifications) are a plus Strong typing ability (minimum