Deliver tier I & II technical support effectively for customers while following support processes, systems, best practices and technology.
Register incidents, received by web, e-mail and phone, in support system.
Resolve incidents. Use available Knowledge Base, manuals or other reference materials as required.
Respond to cases in a professional and timely manner and frequently update the ticket status to the customer till successful resolution to ensure high customer satisfaction.
Investigate and resolve Incidents without known solutions.
Contribute solutions to Knowledge Base.
Liaise with Senior Technical Support Engineer or Principle Technical Support Engineer on complex cases, as appropriate.
Escalate cases to 3rd Line and R&D, as appropriate.
Continuously improve customer service, productivity, and processes.
Ensure compliance with key support metrics (KPIs, SLAs, and CSAT etc.) .
Provide input to manager on customer services and support challenges.
