Job description

• Identify and diagnose issues and problems. • Categorize and record reported queries and provide solutions. • Support problem identification. • Advise users on appropriate course of action. • Monitor issues from start to resolution. • Serve as the first point of contact for customers 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 customers • Walk the customer through the problem-solving process • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services • Record events and problems and their resolution in logs • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvemnt Qualifications: Graduate Range of Year Experience-Min Year: 1 Range of Year Experience-Max Year: 9

Requirements

Must-haves

Identify and diagnose issues and problems.
Categorize and record reported queries and provide solutions.
Support problem identification.
Advise users on appropriate course of action.
Monitor issues from start to resolution.
Serve as the first point of contact for customers 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 customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvemnt
Qualifications: Graduate
Range of Year Experience-Min Year: 1
Range of Year Experience-Max Year: 9

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: brassring
Effort: medium