Technology Support Agent

The Technology Support Agent is responsible for delivering best-in-class technical support by handling inbound calls and resolving support tickets via Salesforce. You will support internal teams and external users by providing efficient, professional, and timely technical assistance. This is a fast-paced position that requires strong communication skills, adaptability, and a problem-solving mindset to support evolving technology tools such as Vendor Management Systems (VMS) and internal Managed Service Provider (MSP) solutions.

• Responds to inbound support inquiries via phone and Salesforce ticketing systems
• Troubleshoots and resolves issues related to VMS platforms and internal MSP tools using provided SOPs, knowledge bases, and diagnostic guidelines
• Accurately documents all interactions, troubleshooting steps, and resolutions in Salesforce
• Maintains high-quality written communication that is clear, concise, and grammatically correct
• Proactively resolves technical issues or escalates complex cases using defined protocols
• Manages integration error handling and routing to appropriate support teams as needed
• Rotates across multiple technical support areas as platforms and client needs evolve
• Adapts quickly to new tools, processes, and technologies introduced within the environment
• Contributes to and maintains internal support documentation, including FAQs, SOPs, and process improvement guides
• Shares insights and suggestions for process and service enhancements
• Collaborate with internal Technology Support teams and cross-functional departments on special projects and shared initiatives
• Maintains professionalism and service excellence in every user interaction.
• Adheres to company policies regarding confidentiality, data protection, and quality standards
• Maintains knowledge of VMS workflows and dependencies to support accurate troubleshooting and escalation
• Uses internal technologies (e.g., Outlook, Microsoft Word, Teams, and CRM tools) to perform job functions
• Participates in continuous improvement initiatives by identifying process enhancements and support gaps.
• Supports project work and contribute to team-wide documentation and resource development
• Participates in special projects and performs other duties as assigned

EDUCATION AND EXPERIENCE REQUIREMENTS:

• 2- 4 years of experience in a technical support or service desk role
• Proficiency in ticketing systems (preferably Salesforce) and Microsoft Office tools
• Strong verbal and written communication skills with an emphasis on clarity, grammar, and professional tone.
• Ability to troubleshoot application issues and provide clear technical guidance to non-technical users
• A flexible and adaptive mindset with a willingness to learn new tools and processes
• Experience with VMS and/or ATS (i.e. SAP Fieldglass, Beeline, VNDLY, Simplify, Flextrack, etc) is a MUST
• Experience working in a support environment using defined SLAs and performance metrics

KNOWLEDGE, SKILLS & ABILITIES:

• Strong attention to detail and excellent organizational skills
• Agile to work shift/regional coverage
• Familiarity with Vendor Management Systems (VMS) and workforce solutions tools
• Exposure to knowledge base management or documentation creation
• Knowledge of service desk protocols
• Proficiency in Microsoft Office Suite and basic reporting tools

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally. You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge and expertise to grow together. Make an impact where it matters most.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary. On our career site, you will find some of the key steps you can expect to guide you along the way. As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued.

Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain. The Adecco Group is proud to be an Equal Opportunity Employer.

Posting date: 15-10-2025