Job Description

Classic Tech is seeking a dedicated Junior Associate – Retail Support to deliver front-line technical and customer service assistance. In this role, you will address customer inquiries via phone, email, live chat, and ticketing systems, resolving foundational issues related to internet connectivity, networking, hardware, and software while upholding high service standards.

Key Responsibilities:

Provide prompt, first-level technical support and customer care across multiple communication channels.
Diagnose and troubleshoot internet, local network, hardware, and software issues efficiently.
Guide customers through basic system setup, router configuration, and installation steps.
Maintain thorough and accurate records of customer requests, troubleshooting steps, and final resolutions in the ticketing system.
Escalate unresolved or complex technical problems to Level 2 or Level 3 support teams with detailed documentation.
Ensure compliance with Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
Work closely with internal technical and field teams to ensure timely issue resolution.

Requirements

Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Telecommunications, or a related field.
Fresh graduates are encouraged to apply; relevant internship or project experience in networking or customer support is a plus.
Basic knowledge of networking concepts (TCP/IP, DNS, DHCP), Wi-Fi setup, and broadband technologies.
Familiarity with helpdesk/ticketing systems, CRM applications, and Microsoft Office tools.
Strong verbal and written communication skills with a customer-focused mindset.
Good analytical skills, attention to detail, and the ability to perform effectively under pressure.