• Respond to technical and nontechnical inquiries from customers for the purpose of providing information, resolving issues and/or providing direction as may be required.

• Use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.

• If customer tech problems cannot be handled over the phone, technical support representatives will schedule a repair crew to fix problems on-site.

• Keep logs of all calls answered and addressed, including dates and times.

• Check for customer problems and fixes in the solutions database, and add new information to the database when and if new problems and fixes arise.