Client Technical Support Representative Job Description

This person helps customers solve software problems. Software vendors staff first-line support desks for end users, managed service partners, and developers, and service level agreements set how quickly customers must hear back and how much the desk may resolve before a case goes to second-line engineers. Ownership of each ticket stays with the representative from first contact through closure or transfer. The hard part is diagnosing unfamiliar product problems over the phone or by email, sometimes on a rotating on-call schedule, with only what the customer can describe.

The mandate of the Client Technical Support Representative is to keep customers productive on the software they use by resolving reported problems before those problems stall their work. The position sits in a technical services team under a contact center manager, with second-line support engineers as the nearest escalation partners for cases beyond the first-line scope.

Career Impact: Diagnosing operating system, database, and networking faults gives the candidate technical depth that hiring managers in software support look for.

Business Impact: Every resolved ticket returns a customer to productive work, which lowers repeat contacts and lifts customer satisfaction scores.

Growth Opportunity: Knowledge base authorship and clean escalations prepare a candidate for second-line support engineering and deeper product specialization.

• Respond to inbound customer calls, emails, and chat requests about product problems, clarifying each complaint before choosing a resolution.
• Troubleshoot reported application, operating system, and networking issues by isolating the root cause and applying the appropriate fix.
• Triage incoming support incidents by urgency and escalate unresolved cases to the next support level with complete case notes.
• Maintain accurate customer contact details and ticket histories in the ticketing database so any colleague can pick up a case.
• Write knowledge base articles and diagnostic procedures that capture repeatable fixes for recurring customer problems and reduce repeat escalations.
• Coordinate with internal departments and partner teams to resolve customer issues that span more than one product or support group.
• Advise customers on correct product usage and configuration for their environment, explaining each recommended step in clear, plain language.

• Bachelor's degree in computer science, information technology, or a related technical field, or equivalent work experience.
• 1 or more years of technical support experience, with hands-on troubleshooting of customer-reported software, application, or network issues.
• Systematic troubleshooting and analytical problem-solving skills for diagnosing incomplete, unclear, or inconsistent problem descriptions supplied by customers.
• Clear written and verbal communication skills, including professional phone and email etiquette when explaining technical steps to customers.
• Working knowledge of networking fundamentals, including subnets, ports, routing, and firewalls, and how each one affects application behavior.
• Working knowledge of desktop and server operating systems, including how customer environments and security settings shape software behavior.
• Service-oriented mindset, with the empathy and discretion to handle customer concerns and confidential information with professionalism and courtesy.

• Ability to manage multiple shifting priorities and switch between concurrent cases without missing agreed response times.
• Ability to stay composed and accurate under pressure when urgent customer demands arrive at the same time.
• Ability to come up to speed on new software products quickly and apply them to customer problems.
• Consultative, solution-driven approach to customer conversations that leaves every customer with a clear next step.

• Service level agreement compliance rate (%), showing how many cases meet agreed response targets.
• Average time to resolution in hours, measuring how fast reported issues are closed.
• Escalation rate (% of cases), reflecting how many issues need second-line support.
• Knowledge base articles published per month, reflecting how well recurring fixes are captured.
• Customer satisfaction score (CSAT) per closed case, reflecting how customers rate each interaction.
• Typical tools: Relational databases (commonly SQL Server); operating systems (commonly Windows).

• Base Salary Range: $42,000 to $65,000 per year, depending on experience and employer
• Bonus: Typically 0 to 10% of base salary, tied to individual and team goals
• Equity: Uncommon at this level, though some larger vendors offer stock units or purchase plans
• Health Benefits: Medical, dental, and vision coverage, usually with a partial employer premium contribution
• PTO: 10 to 20 vacation days per year, plus paid holidays and sick leave
• Common Perks: Retirement plan matching, training budgets, shift differentials, and remote or hybrid scheduling in some teams

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates must be authorized to work in the United States, and employment is contingent on the successful completion of a background check. Reasonable accommodations under the Americans with Disabilities Act are available on request during the application or interview process. Equal opportunity applies to all qualified applicants, and no one is discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status under federal, state, and local law.

The Client Technical Support Rep delivers advanced technical support to regional service centers, business partners, dealers, and end-users, and serves as the technical lead for regional issues. Reporting to the team manager, the Client Technical Support Rep works with Priority Support and internal sales teams so cases reach the right owner and customers get dependable answers.

Key Responsibilities

• Provide fast and efficient customer service to regional service centers, business partners, dealers, end-users, and internal teams.
• Provide advanced technical sales assistance and technical support on problems of diverse scope, where analysis of data requires evaluation of identifiable factors, to business partners, dealers, end-users, and internal sales teams.
• Assume the technical lead for regional issues.
• Redirect incorrectly routed cases submitted in the region to Priority Support.
• Work closely with Priority Support for technical support and product issues.
• Provide training, job site demonstrations, installation and troubleshooting, including presentation of modular programs and customized classes for support and product issues.
• Provide new product input, field-testing, and subsequent production release involvement.
• Provide input to the team and manager on competitive products and activities.
• Develop specific technical communications requirements.

Required Qualifications

• HND or Bachelor's degree preferred; agricultural field a plus.
• Experience with agricultural data management systems and machine control systems.
• Experience as a service or support technician in an agricultural field is a plus.
• Experience and strong competency with the company's agricultural products.
• Experience with Microsoft Office applications.
• Comfort learning new computer applications.
• Strong troubleshooting and analytical skills.
• Effective decision-making, planning, communication, and collaborative problem-solving skills.
• Ability to work as a team player and use resources through sound organizational skills and teamwork.
• Fluency in Slavic languages and English, with German and French a strong plus.

Embedded within the support teams that serve managed service provider partners, the Client Technical Support Representative delivers telephone, email, and chat support for network management software and resolves problems that surface during deployment. Working closely with partners and internal teams, the Client Technical Support Representative documents recurring issues in knowledge base articles and manages service level agreements so customer satisfaction stays high.

Core Functions

• Work closely with partners to develop and deploy monitoring and management solutions based on the partners' service offerings and requirements.
• Provide telephone, email, and chat support to partners and clients.
• Perform problem identification and resolution during deployment.
• Document partner issues and resolutions in KB articles.
• Triage support incidents and escalate to second line as required.
• Prioritize support issues while maintaining high customer satisfaction.
• Create internal documentation as required.
• Work closely with other internal teams to resolve partner issues.

Qualifications & Experience

• High school diploma required; technical degree preferred.
• Previous experience in a sales support, technical, or customer service role is required.
• Basic understanding of networking technologies and concepts (subnets, firewalls, ports, switches, routing, and TCP/IP).
• Demonstrated proficiency with VMware, Hyper-V, Windows Server products, Active Directory, Windows, Linux, and macOS.
• Familiarity with Remote Monitoring and Management platforms.
• Experience with backup, patch management, anti-virus, and remote monitoring software and solutions.
• Experience with SQL and Remote Monitoring and Management software is an asset.
• Ability to manage and maintain service level agreements.
• Exceptional troubleshooting skills for problem identification and resolution during deployment.
• Ability to come up to speed on new products quickly.
• Strong written and oral communication skills.
• Ability to manage multiple shifting priorities and manage time effectively.

Reporting to the application support team, the Client Technical Support Representative owns the response to customer calls and emails about application software issues, monitors application behavior, and keeps ticket records current. Partnering with customers through rotating pager on-call duty, the Client Technical Support Representative writes procedural and diagnostic documentation that shortens future fixes and keeps customer operations running.

Primary Duties

• Respond to customer telephone calls and emails.
• Perform proactive monitoring of application behavior.
• Troubleshoot application software issues reported by customers.
• Maintain customer contact and call ticket information within an existing database.
• Develop procedural and diagnostic documentation.
• Perform pager on-call duty on a rotating basis.

Skills & Qualifications

• University or college level in a computer science or technology program, or equivalent.
• 2 or more years of experience working in an application support environment.
• Experience within transportation management, logistics, or supply chain industry is an asset but not required.
• Experience with databases, including Access and SQL Server.
• Good service orientation and a solution-driven approach.
• Strong analytical and problem-solving skills.
• Strong written and verbal communication and organizational skills with the ability to multi-task.
• Ability to work independently, with a team-oriented approach.
• Ability to work well under pressure to meet the demands of customers.

Sitting at the intersection of customer needs and developer software products, the Client Technical Support Representative shapes how customers around the world resolve product issues through consultative advice. Operating across phone, ticket, and email channels, the Client Technical Support Representative prepares clean escalations for the next support level and writes knowledge base articles that give customers faster, more accurate answers.

Duties

• Support incoming issues from customers via phone, Zendesk ticket system, and email.
• Support customers around the world, with mostly all of the issues in English.
• Provide consultative advice to customers related to the usage of software products for developers.
• Resolve product issues by clarifying the customer's complaint, determining the cause of the problem, and selecting and explaining the best steps to solve the problem.
• Prepare customer requests for escalation to the next level of support.
• Prepare articles for the Knowledge Base.
• Follow communication procedures, guidelines, and policies.

Requirements

• Higher technical education is necessary.
• Ability to methodically troubleshoot programming issues.
• Understanding of the customer environment, security settings, and how third-party tools integrate into the solution.
• Demonstrated ability to quickly and technically correctly find a solution based on the information received from the customer, and to generate a code sample or technical documentation.
• Familiarity with operating systems (Windows and Linux), databases (MS SQL and Oracle), networking (OSI model and TCP/IP), algorithms, and programming basics is a plus.
• Experience in programming (C++) will be a plus.
• Basic knowledge of other languages of programming (Java or C#) will be a plus.
• Good analytical mindset.
• Solid communication skills and empathy, including the desire and ability to communicate with people.
• Ability to learn easily and maintain high resistance to stress.
• Proficiency in English at the Upper-Intermediate or Advanced level.

A key member of the Technical Services team, the Technical Support Representative leads T1 troubleshooting of hardware, software, and networking issues raised by incoming callers. Collaborating across departments and reporting to the Contact Center Manager, the Technical Support Representative escalates tickets when appropriate and documents each caller's concerns so customer issues are resolved accurately and confidentially.

Functions

• Maintain the operational integrity of technologies and services provided.
• Establish IT Operations KPIs and manage performance to goals.
• Interact and coordinate with other departments to resolve customer issues.
• Escalate customer service tickets when appropriate.
• Troubleshoot issues that are technical in nature, including hardware, software, and networking.
• Listen attentively to caller needs and concerns and document them accordingly.

Experience & Qualifications

• High school diploma or equivalent.
• 1 or more years of related experience.
• Experience with MS Office and Windows.
• Strong troubleshooting abilities and proficient computer skills, including typing.
• Ability to speak and write clearly and accurately, with proper phone etiquette.
• A professional, positive, and approachable attitude and demeanor, with discretion and sensitivity in handling confidential information.
• Fluency in the English language.