Providing complete Software & Hardware support to every customer as & when needed.
Collect information from users to understand and resolve problems remotely.
Attend to support cases via phone, email or online web tools.
Analyse and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary.
Advise customers on the appropriate action.
Utilize available resources and aids in coming up with solutions for problems.
Accurately log relevant details of all interactions with customers.
Follow up pending actions from customers and other resources in the organization and track each call to resolution.
Strictly follow support procedures while abiding with privacy guidelines in handling customer information.
Analyse trends and patterns in incidents, and provide feedback to support managers and the application team.