Key Responsibilities
- Provide first-level technical support via phone, email, or ticketing system
- Respond promptly to customer inquiries and resolve basic technical issues
- Troubleshoot internet, network, software, and hardware-related problems
- Log and maintain accurate records of customer issues and resolutions
- Escalate unresolved or complex issues to L2/L3 support teams
- Follow standard operating procedures (SOPs) and service guidelines
- Ensure timely follow-up with customers until issue resolution
- Maintain customer satisfaction through professional communication
- Assist in installation guidance and basic configuration support