Provide technical assistance to customers via phone, email, or chat, addressing their queries and resolving technical issues related to software, hardware, and network systems.

Diagnose and troubleshoot technical problems, using diagnostic tools and following established procedures to identify root causes and implement effective solutions.

Document customer interactions, technical issues, and resolutions accurately in the ticketing system, maintaining a detailed record of all support activities.

Escalate complex technical issues to higher-level support teams or subject matter experts, ensuring timely resolution and customer satisfaction.

Install, configure, and upgrade software and hardware components, ensuring compatibility and optimal performance for end-users.

Guide customers through troubleshooting steps, providing clear and concise instructions to resolve technical problems independently.

Collaborate with other technical support team members to share knowledge, best practices, and solutions to common technical issues.

Create and maintain knowledge base articles, FAQs, and troubleshooting guides to assist customers and internal staff in resolving technical issues.

Monitor system performance and identify potential issues, proactively addressing them to prevent disruptions and ensure smooth operation.

Conduct customer satisfaction surveys and gather feedback to identify areas for improvement in technical support services and processes.