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
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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