• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
•Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures
•Tech savvy with working knowledge of office automation products, databases and remote control• Good understanding of computer systems, mobile devices and other tech products• Ability to diagnose and resolve basic technical issues• Excellent communication skills• BSc/BA in IT, Computer Science or relevant field