Key Responsibilities:

Successfully resolve technical issues (hardware and software) from incoming customers´ calls.

Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options.

Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.

Evaluate unique or complex installations or configurations and make recommendations for resolution.

Articulate clearly in writing and verbally.

Engage team members for support as required to ensure internal or external business and end users/clients SLA demands are met.

Analyze data (root cause analysis). Propose Improvement Plans and follow up on Actions.