Engineer - Technical Helpdesk

Summary

Helpdesk team is the first point of contact for customers regarding printer-related queries and technical issues. The team is responsible for providing timely, accurate, and effective remote support through the various channel like phone, email, live chat, remote video support. By resolving issues within defined SLAs, escalating complex cases appropriately, and ensuring customer satisfaction, the Helpdesk plays a vital role in enhancing the overall customer experience and supporting business continuity.

Core Responsibilities:

1. Handle incoming customer queries related to printers via (calls, emails, live chat)

2. Provide troubleshooting and remote resolution for technical issues

3. Ensure printer complaint logging and closure within defined SLA.

4. Support customers in using available tools, HD Tool, remote video, live chat, etc.

5. Proactively diagnosed and process break fix spare part under...