Responsibilities

•       Address user tickets regarding hardware, software, and networking.
•       Taking ownership of customer issues reported and seeing problems through to resolution.
•       Diagnose and troubleshoot technical issues, including account setup and network configuration
•       Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
•       Ask customers targeted questions to quickly understand the root of the problem.
•       Reach client locations before the scheduled time.
•       Test alternative pathways to resolve the issue before escalating it to the technical manager.
•       Effectively communicate client feedback or details on next steps of action with the account managers after the site visits.
•       Co-ordinate with the internal teams to reach a resolution and share timely updates to the clients
•       Talk clients through a series of actions, either via phone, email, or chat, until they have solved a technical issue.
•       Properly escalate unresolved issues to appropriate internal teams.
•       Refer to internal database or external resources to provide accurate tech solutions.
•       Report customer feedback and potential product requests to the relevant department.
•       Record technical issues and solutions in logs.
•       Maintain jovial relationships with clients.
•       Help create technical documentation and manuals.
•       Stay updated with the latest technologies, product launches and industry trends.

Job Details

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