- Install, configure, and test hardware and software.
- Troubleshoot and diagnose hardware and software issues.
- Resolve basic network issues and conduct electrical safety checks on equipment.
- communicate effectively with customers to understand and resolve their technical problems.
- Respond to customer inquiries and provide adequate technical support, assistance and answers via phone, email, and ticketing system in a timely and professional manner.
- Provide timely and accurate customer feedback and follow-up to ensure problem resolution.
- Keep accurate records of customer interactions, transactions, comments, and complaints, including details of actions taken.
- Manage multiple cases efficiently and maintain detailed procedural documentation.
- Conduct remote troubleshooting using remote desktop applications and help desk software.
- Replace or repair necessary parts to resolve technical faults.
- Collaborate with the product vendor support team to communicate customer feedback, identify recurring issues, and solve their issues.
- Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.
- Adhere to all company policies and procedures, including data security and privacy guidelines, while handling customer information.