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Providing technical support at the first level to resolve customer issues promptly and maintain high satisfaction levels.
Core Responsibilities:
Basic Troubleshooting: Assist users with initial troubleshooting for technical issues, including login problems, connectivity issues, and software settings.
Ticket Management: Open, track, and close tickets efficiently, ensuring customers receive timely support.
Knowledge Base Utilization: Reference internal knowledge bases to provide consistent and accurate support.
Problem Escalation: Escalate complex issues to L2 or L3 support teams when necessary.
System Updates and Notifications: Inform clients of system updates, maintenance schedules, and expected downtimes.
Additional Support Tasks:
Remote Support: Use remote tools to assist users with software configurations or settings.
Reporting Issues: Document common issues and provide feedback to help improve products and support processes.
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