Technical Support Representative

About the role

Join Full Potential Solutions as a Technical Support Representative and use your technical expertise to resolve customer issues, educate users, and achieve first‑call resolution. You will work in a fast‑growing, performance‑driven environment that values empathy, expertise, and continuous improvement.

Key responsibilities

• Listen attentively to customers, address their concerns, and build rapport with empathy.
• Identify and troubleshoot issues related to hardware, software, installations, and system functions via phone.
• Educate customers on support options and the steps being taken to resolve their problems.
• Provide first‑call resolution while maintaining confidentiality and setting clear expectations.
• Manage, install, uninstall, and configure application programs and software.

Required profile

• Strong communication skills with the ability to listen and respond empathetically.
• Ability to diagnose technical problems over the phone and guide users through solutions.
• Commitment to confidentiality and accurate documentation of customer interactions.
• Customer‑focused mindset with a drive to achieve first‑call resolution.

Required skills

• Proficiency with personal computers (PC) and Apple Mac computers.
• Experience using smartphones, tablets, and digital music players.
• Understanding of internet navigation, web addresses, and SSL secure connections.
• Ability to install, uninstall, and configure software applications.
• Email management and basic troubleshooting of internet security features.

What we offer

• Competitive compensation program.
• Medical, dental, and vision benefits.
• Opportunities for rapid career growth within a global organization.
• Supportive culture that prioritizes employee well‑being and development.