• Serve as the 1st point of contact for the users seeking technical assistance over Voice ,Web or Chat channels.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution in Knowledge database based on the issue & details provided by customers.
• Direct unresolved issue to the next level of support personnel.
• Provide acute information on IT products and services and encourage Self service
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements on procedures.