Responsibilities

• First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.
• Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
• Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Issue Resolution: Determine the best solution based on the issue and details provided by users.
• Escalation: Direct unresolved issues to the next level of support personnel.
• Update worklogs and follow shift/ escalation process to escalat complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Documentation: Record events, problems, and their resolutions in logs.
• Adhere to quality standards (voice and accent, Tech Monitoring), regulatory req...