TECH SUPPORT INTRUSION - L1
Prefer a full account with a password? Sign Up to Apply
Job Description
Position Summary
Ensure solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.
General Job Responsibilities
• Working with customers/employees to identify problems and advising on the solution over the phone, emails, and chat.
• Logging and keeping records of customer/employee queries.
• Updating self-help documents so customers/employees can try to fix problems themselves.
• Customer Request, failure or complaint Log in (via all communication channel).
• In case of escalation create & forward ticket to level 2
• Give answers to known post/presales technical issues.
• Create knowledge base article & forward to level 2 for approval.
• Process online Chat.
• Process remote Support.
• Escalate serious complaints according to the established complaint process.
• Solve or forward configuration and application questions.
• Collect log files & configuration files & data bases.
• Forward non post sales Tech Support issue to related department.
• Active contribution for product improvement
• Perform other functions related to the position.
Requirements
Function: Finance
Experience Level: Associate