Your Mission
- Monitors level 1 ticket queue and responds to the specific request
- Backup support for local IT support teams for supported countries
- Handle daily checklists for specific countries as provisioned or agreed upon with local country
- Effectively resolve tickets that are within scope
- Effectively redirect out-of-scope tickets to appropriate tier 2 team
- Monitoring responsibility for all open redirected tickets
- Answer technical support calls/emails and address the customer's technical support needs or handle / route accordingly
- Provide first-level technical support on basic operational or maintenance of a personal computers and / or peripheral using documented procedures and available tools
- Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls
- Escalate problems when unable to make proper determination
- Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Complete required product training modules on time to remain competent of current technology offerings
- Identify and provide input on unique or recurring customer problems.
