Serving as the first point of contact for customers seeking technical assistance over the phone or email
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Determining the best solution based on the issue and details provided by customers
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered