Opportunity Description
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Direct the customer to articulate the suspected fault through carefully designed questions
- Identify the issue encountered by the customer and open the right support ticket in the system
- Determine the solution based on the issue and details provided by customers
- Understand the required skills and knowledge to resolve client's issue
- Coordinate with maintenance support team to resolve clients' concern
- Arrange appointment with the client for follow up
- Monitor and follow up on all outstanding support ticket
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Preparation of reports
- Identify and suggest possible improvements on procedures