- 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 customer
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT Products or Services
- Record events and problems and their resolution in logs
- Follow-up and update customers status and information
- Pass on any feedback or suggestion by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
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