- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers
- Attend to customer’s queries, support, services and issues.
- Direct unresolved issues to the next level of support personnel
- Record events and problems and their resolution in logs
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Prioritize and manage several open issues at one time
- Provide accurate information on IT products or services