Poly Technical Support Associate

Accountabilities:

First-Level Technical Support: Provide initial technical assistance to customers and partners, diagnosing and troubleshooting basic hardware, software, peripheral, and networking issues.
Customer Case Management: Create, document, and maintain support cases in the designated Customer Relationship Management (CRM) system, ensuring that customer concerns, requirements, and progress updates are accurately recorded.
Remote Customer Assistance: Support customers through phone-based interactions, email support, live chat, and other remote assistance channels, providing clear guidance and practical solutions.
Issue Resolution and Escalation: Investigate reported problems, resolve issues within the scope of first-level support, and escalate complex or unresolved cases to Tier 2 support teams with complete diagnostic information.
Self-Service Guidance: Encourage customers to use online self-service resources, knowledge bases, and web-based support solutions to resolve common technical issues efficiently.
Case Ownership and Follow-Up: Take responsibility for assigned cases, proactively communicate with customers, monitor progress, and ensure timely follow-up in accordance with established service procedures.
Performance and Service Quality: Meet defined productivity, response-time, customer satisfaction, and service quality targets while maintaining accurate documentation and professional communication.
Continuous Learning: Develop technical knowledge of communication devices, modern peripherals, computer systems, and networking technologies to strengthen troubleshooting capabilities and prepare for more advanced technical responsibilities.
Requirements:
Strong proficiency in spoken and written English, with the ability to communicate technical information clearly and professionally to customers and colleagues.
A background in Computer Science, Information Technology, computer hardware, or basic networking is preferred.
Previous experience in technical support, help desk operations, customer service, or troubleshooting modern peripherals and communication devices is an advantage.
Basic understanding of computer systems, hardware components, networking fundamentals, and common technical troubleshooting procedures.
Technical certifications, particularly in networking or IT support, are considered an additional advantage.
Strong analytical and problem-solving skills, with the ability to investigate issues, assess available information, and determine appropriate solutions within established procedures.
Excellent customer service and interpersonal skills, with a customer-focused mindset and the ability to build positive relationships with internal and external stakeholders.
Self-motivation, independence, and effective time management skills, including the ability to manage assigned cases, prioritize tasks, and meet performance objectives.
A collaborative attitude and willingness to work with colleagues and higher-level support teams to resolve customer issues efficiently.
The ability to remain calm and productive under pressure while managing multiple requests and maintaining service quality.
Willingness to work night shifts as required by business operations and to adapt to a shift-based support environment.
Benefits:
Career development: Access to technical development opportunities and career advancement programs.
Technical upskilling: Opportunities to strengthen troubleshooting skills and expand knowledge of computer hardware, networking, peripherals, and communication technologies.
International work environment: Collaborate with colleagues and customers across diverse teams and professional backgrounds.
Innovative technology exposure: Gain experience supporting modern communication solutions and collaboration technologies.
Professional growth: Build a foundation for progression into advanced technical support, networking, or other IT-related roles.
Full-time employment: Join a structured technical support environment with defined responsibilities, performance objectives, and opportunities to develop professionally.