You will provide first and second-level technical support to clients through phone and email. You will meet the required number of online hours daily and follow established procedures to resolve or escalate issues.
Responsibilities
- Handle incoming client requests related to company products and services through phone and email, ensuring accurate support.
- Identify the source of the issue and guide the user through the resolution process using internal and external resources.
- Document and update all case activity daily in the ticketing system, following departmental guidelines.
- Respond to emails and maintain daily follow-up to ensure case progress.
- Follow all internal procedures, policies, and standard operating procedures (SOPs) as defined by the department.
- Participate in scheduled after-hours on-call support.
- Assist peers with second-level troubleshooting and more complex cases.
- Handle escalated issues assigned by the Manager, Supervisor, or Lead, including joining conference calls with internal or external clients.
- Support training and cross-training of our technicians.
- Suggest process improvements and contribute to departmental efficiency.