Customer Support & Issue Resolution Respond to customer inquiries via phone, email, chat, and ticketing systems in a timely and professional manner Diagnose and troubleshoot hardware, software, network, and application-related issues Provide step-by-step technical guidance to customers with varying levels of technical expertise Escalate complex issues to senior technical staff or specialized teams when necessary Follow up with customers to ensure issues are fully resolved and satisfaction is achieved
Technical Support & Troubleshooting Install, configure, and troubleshoot operating systems (Windows, macOS, Linux) Support common business applications (Microsoft Office Suite, Google Workspace, CRM systems, etc.) Assist with network connectivity issues, VPN setup, and remote access troubleshooting Perform basic hardware diagnostics and repairs (laptops, desktops, printers, peripherals) Support mobile device management (iOS, Android) and troubleshoot mobile application issues Reset passwords, manage user accounts, and assist with authentication/security issues
Documentation & Reporting Accurately document all customer interactions, issues, and resolutions in the ticketing system Create and maintain knowledge base articles, FAQs, and troubleshooting guides Generate regular reports on support metrics (ticket volume, resolution time, customer satisfaction) Track recurring issues and identify trends to recommend proactive solutions
Customer Relationship Management Build positive relationships with customers through professional and empathetic communication Manage customer expectations and provide realistic timelines for issue resolution Gather customer feedback to improve service delivery and product offerings Maintain a customer-first mindset in all interactions
Continuous Improvement & Learning Stay updated on new technologies, software updates, and industry best practices Participate in training sessions and professional development opportunities Contribute ideas for improving support processes and customer experience Collaborate with team members to share knowledge and best practices
Administrative Duties Monitor and maintain support ticket queue, ensuring SLA compliance Perform routine system checks and preventive maintenance tasks Assist with onboarding new users and providing IT orientation Support IT projects and initiatives as assigned by management
