Technical Support Representative
Join Our Team at Lean Solutions Group (LSG)!
Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.
At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.
Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.
Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.
Job Summary
We are looking for a detail-oriented Tier 1 Technical Support Representative (Non-Voice) to provide first-level technical assistance to customers via chat, email, and ticketing systems. This role focuses on resolving common technical issues, delivering clear written solutions, and ensuring excellent customer experience while meeting performance and quality standards.
Key Responsibilities
Handle Tier 1 technical support inquiries through chat, email, and support tickets
Troubleshoot and resolve basic technical issues related to software, hardware, connectivity, and applications
Provide clear, accurate, and professional written instructions to customers
Log, track, and document customer interactions and resolutions in the ticketing system
Identify recurring issues and escalate complex or unresolved cases to Tier 2 support
Follow standard operating procedures (SOPs), knowledge base articles, and SLAs
Maintain quality, productivity, and customer satisfaction metrics
Adhere to company policies, security protocols, and data privacy standards
Qualifications and Requirements
High school diploma or equivalent; college degree or IT-related coursework is an advantage
[0–2+] years of experience in technical support, IT helpdesk, or non-voice BPO roles
Basic knowledge of operating systems, browsers, and common applications
Strong written communication skills in English with excellent grammar and clarity
Ability to work rotating shifts, weekends, and holidays as required
Skills and Competencies
Strong troubleshooting and analytical skills
Ability to manage multiple chats or tickets simultaneously
Attention to detail and strong documentation skills
Customer-focused mindset with patience and professionalism
Ability to work independently and as part of a team