This role is required to perform shift duties as follows:
Standard staggered day shifts 8.00am to 5.00pm / 9.00am to 6.00pm / 10.00am to 7.00pm
Responsibilities - Serve as the first point of contact for customer seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customer
- Walk the customer through the problem-solving process
- Direct unresolved issue to the next support personnel
- Provide accurate information on IT products and services
- Record events and problems and their resolution in logs
- Follow up and update customer status and information
- Pass any feedback and suggestion by customer to the appropriate internal team
- Identify and suggest possible improvement on procedure
Requiremen...