Job Description
Job Descritption
- Taking ownership of customer issues reported and seeing problems through to resolution
- Following COMPANY’S standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Research and identify solutions to solve the issues
- Diagnose and troubleshoot technical issues.
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to Service In-charge / Service Manager
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports as per company policy.
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
- Ensure additional revenue generation from all customers sites.
- Be updated with latest technologies and technical skills and keep tool kit and calibrated Multi meter etc. always available with you.
- Preparation and submission of monthly reports
- Ensure customer satisfaction.