Responsibilities

• Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.
• Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.
• Analyze customer-reported issues and determine appropriate solutions or escalation pathways.
• Guide users through step‑by‑step resolution processes with clarity and professionalism.
• Escalate complex or unresolved issues to relevant second‑level support teams in a timely manner.
• Provide accurate and up‑to‑date information on IT products, services, and policies.
• Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.
• Conduct follow‑ups to ensure incident resolution and maintain a high level of customer satisfaction.
• Collaborate with internal teams to relay customer feedback and identify opportunities for process improvem...