PRIMARY DUTIES AND RESPONSIBILITIES:
Provides first point of contact and day-to-day technical support.
Drives to successful first-call resolution.
Assess, appropriately triages, and escalates tickets when appropriate.
Responds to Level I support requests.
Obtains and evaluates all relevant information to handle product and service inquiries.
Enters call data into the tracking system.
Provides user access service.
Processes requests and incidents.
Assists customer with recovery issues.
Diagnoses customer problems relying mainly on predefined knowledge base and scripts.
Escalates problems when necessary.
Follows up on customer interactions.
Documents incident status and resolution.