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IT Product Support Associate

IT Product Support Associate ( Job Ref : CKANWM279043 )

nTech Solutions Inc.

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Job Summary

Job Title:
IT Product Support Associate
Job Location:
Buffalo - New York
Category :
IT - Hardware / Telecom / Technical Staff / Support
Information Technology
Work Type:
Full Time
Job Role:
Customer Support Engineer/Technician
Job Type:
Annual Salary:
Experience Required:
3-5 Years

Key Skills Sets for This Job:

Product Support Help Desk Customer Service

Job Description
  • The customer support hours are Monday-Friday, 7am-8pm. The selected resource will be assigned a shift, 40 hours per week, within that time frame. This schedule will be fixed, and barring coverage/emergencies, they will stick to this dedicated shift. OT is not expected.


  • This resource will be the fourth representative to join the growing team. The team size will be five, plus a manager overseeing operations, while also working with customers.


  • Support customers via inbound telephone calls, e-mails and chat sessions
  • Learn the company products and processes to provide exceptional customer service
  • Document each customer contact in support ticketing system
  • Research and thoroughly document customer issues for escalation when necessary
  • Help create knowledge base articles for common questions and issues

Ideal Skills & Experience

  • Experience interacting with clients; experience in a role providing support over the phone.
  • Passion for quality customer service
  • Strong problem-solving skills
  • Detail oriented
  • Strong technical abilities
  • Exceptional verbal and written communication skills
  • Organization and multi-tasking skills
  • Experience with Microsoft Excel, Word, and Outlook
  • The ability to identify user error versus a software defect (bug)
  • Quick learner

nTech Solutions Inc.

nTech Solutions Inc.

Established in :

9256 Bendix Road Suite 208 Columbia, Maryland - 21045, United States

Website :

Company Overview

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