Bridgewater Associates lnc

Compensation

Full Description

Job Summary The Technical Support Assistant assists the technical support team in handling basic customer issues, recording work orders, conducting initial troubleshooting, and providing timely and accurate technical assistance to end users. This is an entry-level position suitable for IT, software, hardware, or equipment companies. Key Responsibilities Customer Issue Receiving and Recording Answer customer calls, emails, or online work orders and collect issue information. Accurately enter issues into customer service/work order systems (such as Zendesk, Jira, ServiceNow). Basic Troubleshooting (Tier 1 Support) Provide basic troubleshooting guidance for equipment or software (reboot, configuration checks, connectivity checks, etc.). Provide simple solutions or standard answers according to procedures. Technical Team Collaboration Escalate unresolved issues to senior technical support engineers or the IT team. Assist in tracking work order progress and notifying customers. Documentation and Knowledge Base Updates Assist in writing and compiling Frequently Asked Questions (FAQs), user guides, and support process documents. Assist in maintaining the knowledge base content to ensure its accuracy and up-to-dateness. Equipment Support (if applicable) Assist with basic hardware installation, connectivity testing, and device registration. Help customers complete simple software installations or account configurations. Customer Training Support Assist in preparing materials or answering basic questions during training meetings. Teach users common functions and operating procedures. Data and Reporting Organize support data, issue type statistics, and user feedback. Provide weekly or monthly statistical reports as needed by the team. Other Assisting Tasks Cooperate with ad-hoc tasks assigned by the technical supervisor, such as testing new features and assisting with product verification. Qualifications High school diploma or above, associate's or bachelor's degree preferred. Basic IT knowledge: computer operation, network basics, software settings, etc. Good communication skills and customer service awareness. Ability to quickly learn product knowledge, technical processes, and troubleshooting procedures. Patient, meticulous, and able to maintain a professional attitude under pressure. Prior experience in technical support or customer service is preferred, but not mandatory. Skills Required: Basic IT skills Data entry and document organization skills Problem analysis and basic troubleshooting skills Customer communication skills Time management skills Proficient in office software (Excel, Word, etc.) Work Environment: Office environment or remote work Requires extended computer use May require shift work (if 24/7 support) Moderate pressure, frequent customer communication Career Path: Technical Support Engineer IT Specialist Customer Success Specialist/Manager System Administrator QA Tester