Technical Support
- Provide timely and effective technical support to customers.
- Troubleshoot and resolve issues related to hardware, software, operating systems, and networking.
- Install and implement new software programs and system updates.
- Perform operating system and hardware upgrades as required.
- Execute data backup processes and support data recovery when necessary.
Problem Solving & Root Cause Analysis
- Analyze reported technical problems and identify root causes.
- Implement appropriate corrective actions to ensure quick resolution and minimal downtime.
Customer Communication & Support
- Proactively keep customers informed about issue status and resolution progress.
- Maintain a professional, courteous, and customer-centric approach during all interactions.
Product Knowledge & Continuous Learning
- Develop and maintain a strong understanding of the company's products and services.
- Stay updated with product enhancements, updates, and new features to provide accurate support.
Escalation Management
- Escalate complex or unresolved technical issues to internal teams for further investigation.
- Track escalated cases and follow up to ensure timely and satisfactory resolution for customers.
Feedback Collection & Service Improvement
- Collect customer feedback after service delivery to understand experience and improvement areas.
Cross-Functional Collaboration
- Coordinate with internal teams such as logistics to ensure defective or unused parts are returned promptly after service calls.
Environmental & Safety Checks
- Verify environmental parameters such as proper earthing to ensure optimal product performance and safety.
