Position General Duties And Tasks :
- Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
- Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Identifies, researches and provides input on unique or recurring customer problems
- Monitors and tracks issues to ensure accurate resolution.
- Reviews and distributes pertinent cross-functional information.
- Escalates more complex customer technical issues to senior level support.