Respond to calls/emails/chats received from customer and address the customer needs or route the request accordingly.
Provide technical support on operational or maintenance of personal computers, applications, other products or peripherals using documented procedures and available tools.
Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
Investigate first line incidents assigned and identify the root cause of incidents and problems.
Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if needed.
Responsible to meet customer SLAs agreed in place.
Responsible for setting customer expectation and escalating issues in case of need/process related to the higher level to resolve the issue to the customer's...