Accurately document trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing.
Answer and manage customer inquiries via incoming calls, e-mails, and fax requests.
Diagnose and resolve technical hardware and software issues involving network connectivity, software feature performance, hardware functionality, etc.
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
Proactively review and troubleshoot each component related to an event to ensure that the issue being reported is not a repeated problem, so review previous the ticket history to rule that out.
Provide effective and timely communication on open issues providing estimated time of resolution to customers (internal & external).
Responsible for accepting and /or assisting in problem analysis for Facility Service Representatives (FSR) and serve as mentors to FSRs.
Responsible for effectively monitoring personal ticket queues to provide updates on a frequent basis to ensure customer satisfaction.