Responsibilities

• 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...